BPI Enhance Phase - Storyline

The goal of the Enhance phase is to put in place mechanisms to ensure that performance improvements resulting from the BPI program are sustained over time and ultimately lead to opportunities for additional performance gains. By training small teams responsible for identifying and initiating ongoing improvements, the company will initiate an effort to make continuous performance improvement an integral part of the organizational culture.

A Continuous Improvement Program is established, which outlines the manner in which future performance enhancements will be supported in the organization. Along with initiating programs such as Total Quality Management (TQM) and Statistical Process Control (SPC), this plan addresses the need to develop and sustain appropriate management leadership of and participation in, performance improvement. In addition, the plan identifies the steps that are needed to allow the employees not only to identify opportunities for improvement, but also to become empowered to act upon them.

Although this phase is ongoing, demonstrable results will occur on a number of fronts, including the successful completion of continuous improvement projects, as well as consistently improving results in customer and employee satisfaction surveys. The Program Office activities focus on client relationship management, identifying opportunities to further enhance the client's business performance. Senior management will recognize that continuous performance improvement is an initiative that must be supported on an ongoing basis and will set the foundation for the 'awakening' to the next BPI initiative.