A process improvement tool that tracks whether customer expectations are met during moments of truth. An employee or someone connected with the organization who pretends to be a customer to sample the organization's customer service. An organizational structure that involves small, autonomous units loosely joined. New product development Identifying unmet customer expectations or needs and developing products to meet those needs. A work process that varies each time it is performed.
Outcome measures A quality standard based on how the customer uses the product or service.
Output Any product or service that results from a work process. Output measures A quality standard based on specific characteristics, features, or attributes of a product or service. Owner Person responsible for the output and for the operation and improvement of the work process. A process improvement tool that identifies the causes that, if corrected, offer the greatest potential for improvement. Pareto Principle Eighty percent of the problems are due to twenty percent of the causes.