Based on the Deming Cycle and the Jointer 7 Step Method, a new systems based
framework for performing continuous improvement has been developed.
This new conceptual framework embodies the systems concepts of leverage,
synergy, and sensitivity analysis. This paper demonstrates how these systems
concepts could be applied to improve customer satisfaction in a small, recently established,
law firm. The resultant customer-focused action plan is designed to
avoid any negative effects associated potential suboptimization that might occur
when an improvement team focuses on a single organizational process.
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