lDesign and Development
èIncludes processes that collect
customer needs, requirements,
and expectations and that develop products and services to meet those identified needs.
lControl
èIncludes processes such as strategic
planning, business
planning, and financial oversight.
lSupport
èIncludes processes that provide
human resource assistance,
legal guidance, environmental, health and safety direction, as well as
facility management, training,
and other similar internal services.
(Adapted from Watson, Benchmarking Workbook, 1992, 18-19.)
Organizations as a Production Process
Categories of Common Processes, continued
Categories of Common Processes, continued