Open AccessA Systems-Based Framework For Continuous Improvement: A Service Sector Application
Author(s) -
Richard A. Reid,
Elsa Leong Koljonen
Publication year - 1970
Publication title -
journal of business strategies
Language(s) - English
Resource type - Journals
eISSN - 2162-6901
pISSN - 0887-2058
DOI - 10.54155/jbs.17.1.59-63
Subject(s) - process management , leverage (statistics) , customer satisfaction , computer science , conceptual framework , process (computing) , business , risk analysis (engineering) , operations management , engineering , marketing , artificial intelligence , philosophy , epistemology , operating system
Based on the Deming Cycle and the Jointer 7 Step Method, a new systems basedframework for performing continuous improvement has been developed.This new conceptual framework embodies the systems concepts of leverage,synergy, and sensitivity analysis. This paper demonstrates how these systemsconcepts could be applied to improve customer satisfaction in a small, recently established,law firm. The resultant customer-focused action plan is designed toavoid any negative effects associated potential suboptimization that might occurwhen an improvement team focuses on a single organizational process.