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Title: Business Process Improvement For The Technical
Author: Ernest L. Garner
Source: 2005 Measurement Science Conference
Year Published: 2005
Abstract: My laboratory runs just fine. It doesnt need any improving! Okay, has any single customer or employee complained about something about the laboratory? For every complaint we hear about, studies have shown another 10-20 complaints gone unvoiced to the organization. Most unhappy customers simply leave our organizations for other sources of product or service. Most employees simply find ways to cope: If the organization doesnt care about the problem, why should I? Okay, so maybe I have gotten one complaint this past year, but how do you know that it wasnt a one time only problem? It does not matter if the product or service was a custom job or just part of routine work. In order to determine whether there is a larger problem that needs analysis and solution, we have to determine where the problem likely arose in our process. This paper will explore the rudiments of business process improvement practices specifically targeted for laboratories and other technical organizations. From defining the objectives and the process to be targeted, through benchmarking, to redesign and re-engineering, we will discuss the impacts that our organizations culture, management, and leadership have on the potential for opportunities and successes in process improvement.

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