chapter  6
10 Pages

Improving performance by improving processes and systems

ByHelen Bevan, Richard Lendon

A key strategy for performance improvement is a focus on process. A process is a set of linked activities that convert a series of inputs to an outcome (Slack et al. 1998). A process has the following characteristics:

■ a starting point and an end point; ■ a purpose or aim for the outcome; ■ rules governing the standard or quality of inputs throughout the process ■ links and relationships to other processes.