Continuous Quality Improvement Master Plan
Chapter 10 - Success Measures
Vision
Measurements defined in financial and business terms quantify the accomplishment and magnitude of process improvement and are understood by all employees. Measurement of CQI successes is positive and focused on results, not activity. Results are directed to those processes that best maintain and increase customer satisfaction. Owners of processes and PATs are consistently developing, refining, measuring, and sharing their results.
Current Assessment
With macro or gross CQI measure focusing on Cost, Time, and Quality as rated by our customers, little attention has been paid to CQI implementation or progress assessment.
Actions
- The CQI Coordinator will record the number of process improvements and dollars saved by implementation of CQI.
- The ESG will evaluate the return on investment of CQI training.
- The CQI Coordinator will track the success of the suggestion program.
- The ESG will evaluate trends in improvement of customer satisfaction and meeting customer needs and expectations.
- The directors will ensure that measurements and results of improvements are displayed.