The Improvement Initiative Process (IIP) helped build a culture of continuous improvement at Bristol Tennessee Essential Services (BTES), a US electric utility and winner of the 2017 Baldrige National Quality Award. The IIP was fully deployed throughout the organisation and was effective at identifying and rapidly improving performance. For example, the CAP-DO process (Check, Act,…

BPIR Categories

6.4.1 Improve process/service performance

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