16.2. Step 2: Process Level
Having identified a CBI and a process, we recommend that you lead a Process Improvement Project (PIP). A PIP begins with Phase 1, in which you and others on the top team define the goals, roles, and boundaries of the project. During Phase 2, which involves both senior management and people who work in the process, the current process will be documented and analyzed, the future process will be designed (as radically as dictated by the goals specified in Phase 1), and measures will be developed. Detailed action planning and implementation occur in Phase 3, which includes action at all three Levels of Performance.
The steps and tools used in Phases 1, 2, and 3 are described in Chapter Ten.
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