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People and quality 2 What is empowerment? 3 Outline the advantages of empowerment. 4 What is the major purpose of training in a quality initiative? 5 Outline the relationship between training in process skills and training in interpersonal skills in a quality initiative. 25 26 Improving Competitive Advantage FEEDBACK If you had difficulties with any question in the previous activity, refresh your memory by re-reading the relevant section. Or you might find it useful to discuss the issue with a colleague.

Understanding processes 43 Process operators or process team The process operators are all the people who actually operate the process and deliver the outputs to internal and external customers. Especially in a culture of empowerment, they may have significant opportunities to: ■ ■ ■ ■ ■ ■ ■ document any subprocesses identify areas for improvement propose improvements implement improvements review performance report progress to the process owner fulfil their process activities. ACTIVITY 16 For any major process you know, identify the personnel involved and their responsibilities.

You may find when you start thinking about processes that no-one knows the whole story, or that it’s difficult to get a picture of how it all fits together. Although processes are the way the organization meets customer wants and needs, and achieves its objectives (and are therefore of central importance to the organization) they span multiple dimensions: ❏ inputs (information, materials, ideas, etc. – including customer wants and needs) ❏ the activities or transformations (some of which may be processes or subprocesses in their own right) ❏ the people who do them (and the different functions to which they belong) ❏ the resources required to do them ❏ the time it takes to do them ❏ the order in which they are done ❏ where they are done ❏ the intermediate outputs at every stage (delivered to internal customers) ❏ the eventual output (delivered to the external customer).

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