ABSTRACT
By now we have established a requirement for organizations for a continuous improvement framework to design and develop initiatives to effectively discern customers’ perception of quality; act on that feedback; and measurably improve satisfaction, retention, and loyalty ratings. Continuous improvement is an ongoing activity that should be knit into the fabric of an organization. Continuous improvement is not a reactive response to a specific situation or a temporary crisis. Quick-fix initiatives that yield Band-Aid solutions or stopgap recommendations are far too common in today’s corporations, and have little to do with the discipline of continuous improvement. Implementing continuous improvement requires leadership with implacable determination to force the needed transformational change that positively permeates the breadth and depth of operational processes that will wow the customers in their perception of what quality stands for in the enterprise. Every organization will have its unique set of challenges,
and this chapter brings forward what these typically are along with recommendations on how to go about responding to these all-toocommon hurdles.
