Continuous improvement isn't a project — it's a culture in which every individual is always looking for a better way.
The PDCA Cycle in Operation
| The stage | Application |
|---|---|
| Plan | Define the problem and set a plan |
| Do | Apply on a limited scope first |
| Check | Evaluate the results |
| Act | Generalize the success or revise the plan |
Sources of Improvement Ideas
- Customer complaints
- Suggestions from the field staff
- Inspection results
- Comparing indicators between sites
Conclusion
A culture of continuous improvement improves the service automatically because everyone contributes to it.