The focus on people so far reflects the important role they play in the dynamic organisation. But organisations are also collections of processes. The effectiveness with which organisations turn their understanding of customers into new products, and improvements in the way they conduct their business is vital to be dynamic. As already pointed out, having the right products is the foundation stone of quality, and being easy to do business with is a significant factor in a customer’s perception of satisfaction. Both factors are underpinned by quality processes and systems.
KeywordsBusiness Process Continuous Improvement Chief Executive Officer Business Manager Organisational Design
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