Abstract
Process improvement has been extolled as an effective means for enhancing the quality of an organization. This paper proposes a simple decision aid, the Process Improvement Choice Model (PICM), to assist the decision maker in the choice of an appropriate approach to process improvement. Three popular approaches to process improvement, namely process refinement, process redesign and process reengineering, are diagnosed and studied and the PICM is synthesized from the characteristics of these three approaches. Two real-life processes are used to test the applicability of the PICM. The results conclude that the PICM provides a simple and reliable decision aid to facilitate the task of choosing an appropriate approach to process improvement. Copyright © 1999 John Wiley & Sons, Ltd.
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