文档介绍：Process Understanding & Improvement
Introduction
Processes are the fundamental building blocks of anisations, and both process understanding and
process improvement form the lifeblood of total anisations. Processes transform inputs, which
can include actions, methods and operations, into outputs. They are the steps by which we add value, and
it should be the aim of customer focused, total anisations, for these outputs to satisfy or exceed
the needs and expectations of their customers.
Everything we do is a process, whether it is documented or not, and in each area or function of an
organisation there are many processes taking place. These processes interact with other processes
throughout anisation, as outputs from one process form the inputs to another. As shown in the
diagram below, each process is therefore part of a larger process anisations large and small can be
seen works of interconnecting processes, the highest level being anisation itself.
Whereas the outputs of anisation go to its “external customers", the outputs of internal processes of
anisation go to “internal customers”. If the needs and expectations of each internal and external
customer are consistently met or exceeded, then it can be said that it is “total quality”.
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The key roles of process management
Effective proce