Process Transformation through the PDCA Process in Service-Based Businesses: Part 1

Are you ready to explore a powerful methodology for process transformation in service-based businesses? Today, we’re diving into the world of the PDCA (Plan-Do-Check-Act) process and how it can revolutionize the way companies approach improvement and change. This three-part blog series will take you through the key steps of this process and how it can be applied to service-based organizations.

Introduction to the PDCA Process and Its Origin

The PDCA process, popularized by Toyota, is a systematic approach to continuous improvement. Toyota is renowned for its quality and processes. When I started my time at Toyota, the president of the company had this vision:

If these are just tools and techniques, including PDCA, from manufacturing, which is a widget going through a process, how can we take this and apply it to the sales side of our business, which is a person going through a process?

The tools and techniques that work efficiently in manufacturing can be adapted to the sales and service side of a business. Imagine taking the same mindset that ensures quality control on a production line and applying it to the realm of customer experience. This process isn’t about customer experience design per…