The purpose of this group is to oversee the various process improvement teams and projects within the organization. Their main job is to prioritize projects and provide the resources including the training, support and guidance during the process. They approve the charter, timelines and the final recommendations. Identify Key Improvement Projects Search your business for areas needing improvement. Obviously, key efforts should focus on improving customer service to both the internal and external customers.
Internal customers are the employees.
External customers are the ones who actually pay for or use the members who use the service or product. Pick a Team Insure you have the right people represented on the team. Appoint a facilitator who is trained in process improvement techniques and a team leader. Be careful to include the process owner. The charter is a written agreement between the steering group and the process improvement team on the who, what, where and how of the team.