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A Systematic Approach to Process Analysis
Suggestion system: a voluntary system by which employees submit their ideas on process improvements.
Design team: A group of knowledgeable, team-oriented individuals who work at one or more steps in the process, do the process analysis and make the necessary changes.
Metrics: Performance measures that are established for a process and the steps within it.
Flowcharts: A diagram that traces the flow of information, customers, equipment, or materials through the various steps of a process.
Service Blueprint: A special flowchart of a service process that shows which steps have high customer contact (line of visibility).