Benefits for Business Process Excellence Programmes

A survey has been performed among european managers. The result is obvious for european and american cultures, I would say.

First place with 30% answers went to “Reduce Costs” (in Poland it would be probably ~70/80%). Usually, if you invest your money, you need quick results.  At least in european and american cultures. In japanese culture, for instance, it’s rather obvious that results will come later. But, the question is if this should be on the first place ? I don’t think so, there are much more important answers.

Second most popular answer was “Increase Customer Satisfaction” and third “Change Culture”.

My understanding is the opposite. First you have to change the culture to make your employees think in a continous improvement mode. Once you have it (or just started to do it), you will probably increase customer satisfaction (f.e. lower level of ppm’s), and by the way you will reduce your costs.

Yes, this probably you are not able to do in European companies. Culture change takes at least couple of years and who is gonna pay for this ?

This is also the answer of why Toyota is sharing the TPS knowledge with the rest of the world – nobody but them are able to sustain the change (or almoust nobody).

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