Key work processes at Don Chalmers Ford (DCF), a US Ford Motor Company franchise and winner of the 2016 Baldrige National Quality Award, were determined from customer needs and expectations. Over 300 processes were documented with process owners, and these owners were taught how to manage and improve their processes. Customer requirements were analysed by…

BPIR Categories

2.3.1 Identify, plan & map key processes
3.4.1 Design product/process/service enhancements

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