This paper presents a conceptual framework for managing the process of systematically deriving improvement actions from customer expectations and strategic decisions through business processes, and prioritising improvement actions that will most contribute to strategic objectives. It proposes the use of management practices and concepts such as business process mapping, performance measurement and benchmarking. After some introductory theoretical background, the proposed framework and a set of steps to guide the implementation of such an approach are presented and detailed. Finally, a case study is presented to illustrate the validity of such an approach and some considerations are made based on the potential benefits and limitations of this proposal.
Carpinetti, L., Gerólamo, M. and Dorta, M. (2000), "A conceptual framework for deployment of strategy‐related continuous improvements", The TQM Magazine, Vol. 12 No. 5, pp. 340-349. https://doi.org/10.1108/09544780010341950Download as .RIS
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