Clearly, businesses and organizations with superior results are those with a strong dedication to process management and quality excellence. Have you documented how work flows through your organization? Are handoffs and dependencies clearly understood? Have you identified improvement areas? Have you established metrics around volumes, cycle time, and quality to continuously monitor and/or improve your results? Improved process management/quality improvement can prove to be an invaluable key to improved business results and customer satisfaction.

Process/Quality Management Improvement Programs can cover a variety of areas; however, a typical program could include the following components:

1. Needs analysis including research on existing processes or quality standards
   
   
2. Customized training sessions conducted or specific engagement executed to analyze and redefine processes and/or quality metrics
   
   
3. Post training/engagement consultation as needed
   
   
4. Long term continuous improvement plan documented
   

Are you actively managing your processes, or are they managing you?