ABSTRACT
Business process managers should focus on utilizing the minds of their workers to engage in improvement efforts. Applying process improvement methods appears easy on the surface, but leaders should be aware that underlying organizational issues can impact an ability to successfully implement these useful methods. A system for process improvement should motivate participation by those front-line workers who deliver services to customers because they are the best sources of improvement ideas. Leadership should be aware that hierarchical corporate structures and labor union relations can hinder the ability of a firm to improve business processes, but these challenges can be overcome. To be effective, an organization should choose a process improvement approach that best matches their types of processes and skills of their employees. Leadership should ensure that employees do not fear being laid off when a process is improved or being punished for reporting problems. A culture that supports cooperation and limits internal competition is essential for success, because service processes usually cross functional lines. Publicizing the program in early stages helps build support and publically communicating project results helps maintain sustainable process improvement.
