25. Integration with People
What is TQM ?
Integration with People
Acceptance/reject need correction
Measurement, Audit, Reporting & Control
Order
Gather information from multiple areas & sources
Workflow
receiving request
Verify what they want
Expert to interpret
Process fulfillment
Process Delivered
Process request
Delivered to Management
Gather information from multiple areas & sources
Waiting For Customer Action
Provide KPI dashboards
Customer Interface
Task Assignment & Tracking

32. C.A.R. Link to Customer
The most complex & critical area is the back end system that supports the Customer Interface; a weak back end is the single biggest reason for failure of Process.
Department Head
Alarm
Summary Status
Report /
Copy Response Report
Follow up
Request
Process Manager
Need
Response
Most Processes focus on the customer interface - the front end
Customer
Interface
Process owner
Corrective Action
Response
Reminder
Reminder
Concerned
Officers
Reminder
Concerned
Officers
Concerned
Officers