CUSTOMER
INSPIRED QUALITY

TURBOSIGMA®

Customer
Perspective
drives improvement

Address root cause of process problems

Service/ Healthcare

Service and Manufacturing

Customer's perspective

Workflow within
and between processes

Identify Value;

Identify Value Stream;

Flow;

Pull;

Perfection.

Identify constraint;

Exploit constraint;

Subordinate processes;

Elevate constraint;

Repeat cycle.

Discover customer perspective of key processes;

Prioritize processes;

Create process profile graphic®;

Identify Measures;

Improve Process;

Review Progress;

Monitor Customer Measures;

Repeat Cycle.

Choose one improvement opportunity;

Discover root causes

Develop possible solutions and select one;

Pilot Solution and evaluate

Standardise successful elements and revisit root causes for further improvement;

Repeat Cycle.

Emphasis
on speed and volume;

Uses
existing systems;

Process interdependence.

Customer perspective determines the key processes;

Improving processes that touch customers have the highest impact;

Organisations that satisfy customers have better financial results

Organisational excellence comes through an holistic approach to improvement- reflected in Baldrige Performance Excellence framework or similar framework.

Improved
customer loyalty and satisfaction

Processes optimised for flow time, output quality and customer delight.

Less inventory/ waste;

Throughput cost accounting;

Throughput-performance measurement system;

Improved quality.

Increased
market share;

Reduced cost;

Reduced errors
and waste;

Improved quality;

Increased
employee satisfaction;

Customer
management and performance measures.

Improved process quality;

Increased employee satisfaction;

Measurement of processes based on real data;

Integrated, optimised and simplified processes.

System
interaction
not considered;

Process
improved independently.

Minimal
worker input;

Data analysis not valued;

Ignores customer perspective.

Primarily for
Healthcare and service organisations.

Primarily for service organisations.

Weeks

Few Weeks

Medium

Low

Not in NZ

Yes

CUSTOMER
INSPIRED QUALITY

TURBOSIGMA®