ABSTRACT
This chapter presents the learn how process mastering puts people's creativity and energy to work. When employees doing the same work use the same procedures, product, or service, uniformity and predictability often increase dramatically. A process master is a document developed in a formal step-by-step method by the process experts—the people who do the work. Establishing norms may seem tedious and unnecessary, especially for people who work together day in and day out; however, experience has proven that this is a good investment in time. The team brainstorms the most important steps or tasks that contribute to customer satisfaction. The importance of the control points on the "how" side should be evaluated against what is watched on the "what" side of the "A." Ideas should focus on quality, cost, delivery, safety, speed, and morale issues. The idea is that work should be accepted on a consensus basis by the work team.
