2. Identification of improvement objectives and quality action plan (QAP)

Improvement targets are set in four stages.

• Initial assessment

  Before embarking on the improvement process, you need to identify the improvements you need to make. The most fruitful sources of information for making this assessment are, for example :

  • customer complaints and how they were handled ;

  • the results of process measurements, including an assessment of the cost of waste (COQ compliance cost);

  • employee attitude assessment ;

  • benchmarking with other companies (see article on corporate control [AG 1 420] in this treatise).

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