A SYSTEMS-BASED FRAMEWORK FOR CONTINOUS IMPROVEMENT: A SERVICE SECTOR APPLICATION

RICHARD A. REID AND ELSA LEONG KOLJONEN


Abstract

Based on the Deming Cycle and the Jointer 7 Step Method, a new systems- based framework for performing continuous improvement has been developed. This new conceptual framework embodies the systems concepts of leverage, synergy, and sensitivity analysis. This paper demonstrates haw these systems concepts could be applied to improve customer satisfaction in a small, recently-established, law firm. The resultant customer-focused action plan is designed to avoid any negative effects associated potential sub optimization that might occur when an improvement team focuses on a single organizational process

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Gibson D. Lewis
Center For Business and
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