10.1. Phase Ø: Performance Improvement Planning
Phase Ø is designed to ensure that the Process Improvement and Management effort is driven by strategic and operational priorities. In Phase Ø, the leaders of a business entity (which may be a company or agency, a business unit, a department, or a region):
Establish or clarify the strategy, ensuring that it contains up-to-date answers to the questions in Chapter Seven. A super-system map (see Chapter Two) helps provide the strategic context.
Develop an inventory of primary, support, and management processes (see Chapter Five) and identify the "core" processes, which are the three to seven processes most critical to the implementation of the strategy. Critical Success Factors (CSF)—those variables ...
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