dentify Process Waste 

1. Cost Cutting – organization should spot redundancies and other items that wind up increasing
overhead costs. Unnecessary tasks should drop. Spend less but makes the processes flow better. 

2. Reducing Communication Issues – decreasing the number of emails and contact touch
points. Provide communication software that departments and employees can see and share
information. 

3. Process Visualization – it allows you to follow the process and locate bottleneck as they
arise. Make that process more efficient. Auditing is one of the most critical parts of process
improvement because every process you create needs to be monitored regularly.

Types of Process Improvement 

 Improving product quality 

 Upgrade service quality 
 Improve delivery times 
 Reduce billing cycles 
 Make production more efficient

Continuous Process Improvement (CPI) Techniques Process Mapping - is the methodology

for visualizing business processes. It is one of the most essential continuous improvement tools.
It can actually see potential improvements.

Process Flowchart – This is the most straightforward process map.

Tools for Evaluating Process and Improvement 

DRIVE - is a continuous improvement tool that involves evaluating problems. 

Define – Defining the problem and identifying success criteria.  

Review – Analyze the current situation, looking for areas that are problematic or need
improvement. 

Identify – Finding potential solutions to the problem and evaluating the type of changes needed
to sustain these improvements. 

Verify – Figure out whether or not the solutions and changes conducted will help reach the
criteria of success as defined in step #1. 
Execute – Carry out the implementation of solutions or improvements. Check if your success
criteria are met and review the entire process.

Plan-Do-Study-Act (PDSA) Cycle - It is a continuous improvement tool developed by Edwards

Demming.  It consists of four phase:

 Plan  –  Identifying  potential  problems  and  shortcomings  within  the  company,  be  it about
a  process, product or service.

 Do – The planned changes are carried out on a small scale. This acts as a test on whether
the proposed changes work or not without having risk then, implementing it on a larger
scale.

 Study – Once you have some data on how well the new process works, it’s time to benchmark it
to the original. If doesn’t work as planned, then all the new information is taken into
consideration when starting the new cycle. If it does, then you proceed to the final step.

 Act – Having confirmation that the new process is better than the old one, you can
start  executing it on a company-wide scale.

DMAIC – Define, Measure, Analyze, Improve and Control - it is a bit similar to drive. 

 Define – The first phase is identifying all the strategic aspects of the entire procedure. That
is, articulating the problem, defining the budget or the scope of the project, etc. 
 Measure – the benchmark for improvement has to be identified. i.e., once the process
improvement initiative is carried out, the new data should be compared with the
old, identifying which method or process is better.
 Analyze – During the analyzing stage, the team has to identify the root cause of the
problem.  This can  be  done  with  a  root  cause  analysis  (Fishbone  diagram,  for
example). Once about 3 or 4 potential causes are identified, their connection to the
original metric is to be determined. From then on, the exact root cause has to found the
potential causes.
 Improve – Once the root cause found, different solutions are to be tested (usually on a
smaller scale). If the solution does solve the problem, and it’s empirically proven with
data vs the “measure” step, it can be scaled and applied to all relevant processes.
 Control – The DMAIC process improvement initiative doesn’t end with implementing
the right changes. Once that it all done, it is important to keep track of the improved
process, making sure that it is working as intended.
Process vs Procedure

A  process  is  used  by  the  management  to  analyze  the  efficiency  of  their business while
a procedure on the other hand, is a lot more detailed, as it includes the exact instructions on how
the employee is supposed to carry out the job.

A process is a series of related tasks or methods that together turn inputs into outputs while
a procedure is a prescribed way of undertaking a process or part of a process.
Content 2

ISO 9001 Processes, Procedures and Work Instructions

The Relationship between Processes, Procedures and Work Instructions 

When a company documents its QMS, it is an effective practice to clearly and concisely
identify their processes, procedures and work instructions in order to explain and control
how it meets the requirements of ISO 9001:2015. 

PROCESS – it states what needs to be done and why. It is a high level, strategic method 
of  control,  in  effect  a  summary  of  objectives,  specifications,  and  broad resources
needed.  It is any activity or set of activities that use resources to transform inputs  into 
outputs.  The ISO  9001  standard  is  based  on  a  process  approach. (Establishing 
effective  and  efficient processes  that  are  consistently  followed  and improved upon is
the basis for most management standards.)

Processes must have defined (and hopefully measurable) objective(s), input(s),

output(s),  activities,  and  resources.  These key  elements  should  be  present 
when defining a process.

 The ISO 9001 2015 standard suggests that many types of processes may be necessary to
satisfy its requirements including: 

 Operations management processes 

 Resource management processes 
 Planning processes
 Documentation processes

PROCEDURE – it states how the process needs to be done. It is more specific in

terms responsibilities, specific tools, methods, and measurement.

A procedure is a uniform method that outlines how to perform a process, such as how you
control
your suppliers. It typically contains elements such as:

 Why the procedure is required

 What needs to be accomplished and how it will be executed
 Who performs  and what action needs to be done
 Where the inputs come from and where the outputs go
 Any location requirements (i.e. where an activity is performed)
 The criteria (requirements) they must meet
  Tools, information or other resources required
 Terminology, definitions, explanations, etc.

Procedure Example:

 Contract Review - a formal process used for communicating with customers and
reviewing information from the customer, including customer’s
feedback. Procedures (along with your ISO 9001 quality manual and required
forms) often make up the core documentation for the QMS that helps run the
system with more conformity, consistency and, predictability. The procedures will
describe how you operate and control your business and meet the ISO 9001
requirements amid fluctuating conditions such as personnel changes, supplier
replacements, updated customer requirements/expectations, etc.

WORK INSTRUCTION – it explains how to carry out the procedure. It is a step-by-step

guideline to implement the process and procedure, focusing to those who are doing the
actual work. It describes how to perform a task within a process, which is a more detailed
portion of the procedure.

Reasons for having work instructions are the following:

1. There are times more detail is needed than that which is described in the procedures.
Many organizations include work instructions to detail specific tasks referenced in a
procedure, aid in training and to reduce mistakes since the step-by-step instructions needed
for accomplishing something may be missing from more generally drafted procedures.
2. It is a good organizational tool
A work instruction will often repeat many of the elements of a procedure to help describe
where it fits into the process such as:

 Purpose
 Definitions
 Responsibility
 Requirements
 Tools and information

A work instruction contains the step-by-step detail that is not advantageous to put into a
procedure because it requires such a limited scope.
 1. CUSTOMER’s SATISFACTION

2. Customer satisfaction is defined as a measurement that determines how

happy customers are with a company’s products, services, and capabilities.
Customer satisfaction information, including surveys and ratings, can help a
company determine how to improve its products and services.
An organization’s main focus is to satisfy its customers.

Four Tips to Ensure Customer Satisfaction

1. Talk to them – it is the best way to understand the needs and wants of your customers.
Consider the process of asking the customers about important information and questions
which you can use to improve your products or services.
2. Build a customer relationship - you can learn what’s on your customers’ minds by
following them and engaging with them on social media. This is a great way to cement
customer relationships.
3. Extend your help – businesses need to reassure customers that help is standing by in
whatever form it is best delivered.
4. Collect and analyze customer’s information - Information is vital in decision making.
Information provides reason why costumers value your products and or services.
2. CUSTOMER’s FEEDBACK

Customer feedback is information provided by clients about whether they are satisfied or
dissatisfied with a product or service and about general experience they had with a
company. Their opinion is a resource for improving customer experience and adjusting your
actions to their needs. This information can be collected with different kinds of surveys
(prompted feedback), but you can also find opinions and reviews your clients post online
(unprompted feedback) and collect them using Internet monitoring tools.

Top Seven Reasons Why Customer Feedback is Important in Business

1. Customer feedback helps improve products and services

When you initially introduce a new product, brand or service to market you probably have
an idea about customer needs. Their opinions help you ensure that the end product will
actually meet their expectations and fulfill their needs.

2. Customer feedback helps you measure customer satisfaction

Using rating-based questions you can easily estimate the level of satisfaction and
consequently predict your company’s financial condition in the future. One of the most
accurate methodologies that helped many companies measure, manage and improve
customer satisfaction is the Net Promoter Score (NPS).

The metric is based on one simple question that investigates how likely it is that a customer
would recommend a brand to a friend. Response options for the loyalty questions are based
on a 0–10 point rating scale, with 0 representing extremely negative and 10 representing
extremely positive.

3. Collecting customer feedback shows you value their opinions

By asking your clients for feedback you communicate that their opinion is important to you.
You involve them in shaping your business so they feel more attached to your company.
Listening to their voice helps you create stronger relations with them. This is the best way to
gain valuable brand ambassadors who will spread positive word-of-mouth for you. Their
recommendations is probably the most effective and, at the same time, the cheapest way to
acquire new customers and become more trustworthy in the eyes of your current and
potential clients.

4. Customer feedback helps you create the best customer experience

Marketing is heavily based on experiences people have with products, services and brands.
If you focus on providing the best customer experience at every touch point, clients will stay
loyal to your brand. And naturally, the most effective way to give them amazing experience
is asking them what they like about your service and what should be improved.

5. Customer feedback helps to improve customer retention

Satisfied customer will stay with you. Unhappy customer will eventually find a better
alternative to your business and leave. Customer feedback helps you determine if your
clients are satisfied with your service and detect areas where you should improve. Asking for
opinions regularly can always keep a finger on the pulse.

6. Customer feedback is a reliable source for information to other consumers

In the times of social media, consumers do not trust commercials or expert advice so much.
Opinions provided by other customers who have already used a product or service are more
reliable source for information. Many companies today incorporate review system in their
services and products.

7. Customer feedback gives you data that helps taking business decisions

Customer feedback is one of the most reliable sources for tangible data that further can be
used in taking business decisions. Customer insights will help you understand clients and
their needs more profoundly. Customer feedback is valuable source for such data, but you
must learn how to listen to it and how to translate it into actionable takeaways for your
business.

3. CO-WORKER’s FEEDBACK

Co-worker feedback is part of a quarterly performance management system that

encourages open communication and growth at one company.

4. SUPERVISOR’s RATING SHEET

An evaluation form is a document supervisors use to measure an employee's workplace

performance. An evaluation form encompasses all aspects of an employee's duties, such as
his productivity and ability to meet goals.
5. SUPPLIER’s FEEDBACK

Supplier feedback is about communicating with a supplier regarding a given procurement

process. Embedding supplier feedback into government procurement processes informs
government's commitment to continuous improvement in its relationship with suppliers.
Such feedback should form part of the implementation of your Supplier Engagement Plan
(SEP). Supplier feedback can include: 

 government providing suppliers with feedback on their offers post the contract
being awarded, 
 suppliers providing feedback to government on a procurement process, and 
 government and the successful supplier having a two-way debrief at the conclusion
of the procurement contract.

This guide assists practitioners in providing feedback to suppliers at various stages of a

procurement process, and details how the process can inform an organisation's broader
supplier engagement strategy.

Benefits

Undertaking supplier feedback can be beneficial to both parties.

For the supplier, feedback: can   help   improve   their   competitive   performance   by 
gaining   a   clearer understanding of government requirements,

provide surety to them that an open, fair and transparent process has been undertaken, and

can help them plan and compete for their next procurement opportunity.

For government, feedback can:

improve its procurement process and practices,

improve the market's understanding of government's needs,

improve supplier competitiveness and, in the long term, increase the potential for improved 

value-for-money outcomes,

contribute to intelligence gathering about the market and its segments, and

demonstrate commitment to good practices, openness and transparency.

               FEEDBACK FORMS SAMPLE