This is how seven recent Baldrige Award Winners design, manage, and improve their processes:

• Process design or redesign includes clearly identifying customer requirements, piloting or testing to make sure the process works as planned, training or retraining for those involved in the process, and identifying key process performance measures.

• Process measurement is vital to process management and improvement.

• A person or group is responsible for every key process.

• Everyone needs to be involved in process improvement.

• Process improvement must be managed.

• Best-practice process improvements are identified and shared.

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