ABSTRACT
This chapter discusses the improvement using six examples found in service and office operations. It provides a discussion of how to present the rapid improvement team's recommendations to leadership to gain support for implementation with the help of the event sponsor and the process owner. The root cause analysis must drive all process improvements to ensure a project's success. To the extent there are manual processes with high transaction costs, long lead times, or high error rates, automation can be used to make the process improvements. The application of automation to sustain process improvements is effective if the root cause analysis is properly done. Automation solutions also impact recommended process improvements if they are heavily weighted toward automation that requires a duration of months or years to implement. Process improvement projects can be created to resolve these issues. Work standardization, 5S, audits, control charting, and other solutions are also applied for process improvement.
