Donald's presentation was delightfully entertaining, engaging, and motivating. . . the evening was filled with laughter and enjoyment. As a direct result of a very satisfied audience, four members of the audience stepped up to volunteer their time and skills to the Dallas Section ASQ. Thank you, Donald!

Kiami Rogers, Chair, American Society for Quality Dallas Section 1402


Process Improvement

In his book The Agenda Michael Hammer defines process as “an organized group of related activities that work together to transform one or more kinds of input into outputs that are of value to the customer.” Process Improvement is the redesign of core business processes to achieve breakthrough improvements in productivity, cycle times and quality.

A process also can be described as a “value chain,” in which each activity or step contributes to the end result. There are three types of processes:

  • Management — relating to decision-making, strategy and operations
  • Business — relating to the core value added processes that directly result in the end user product or service
  • Support — relating to the processes that sustain the organization

Some activities directly contribute value, while others may not. All activities, however, consume valuable enterprise resources. At SilverQuest we help your organization eliminate steps that do not add value and improve the efficiency of those that do.

The focus of process improvement is a value system that places emphasis on customer needs. Organizations eliminate unproductive activities in two different ways:

             Re-structuring the organization so that form follows and integrates function

             Analyzing all processes for ways to improve efficiency and maximize value


  • Reduces costs and cycle time by eliminating unproductive activities
  • Improves quality of products and services by reducing the inefficiency of work processes and establishing clear ownership of processes
  • Increases speed of time-to-market
  • Creates employee empowerment by expanding employee responsibility


  • Identify Customer Segments and Requirements
  • Evaluate current business processes for efficiency and flow
  • Redesign core processes to enhance effectiveness, efficiency, and adaptability
  • Reorganize structure of business so that form follows and integrates function including re-structuring teams so there is clear responsibility for entire process
  • Improve business processes across the organization
  • Design evaluation system to regularly review and improve processes

Would you like to improve processes in your organization? Let’s Talk.