Abstract
Harvard University's Office for Information Technology began its implementation of TQM with a basic problem-solving team training module. Added to that in the following year and one-half were facilitator training, a workshop on benchmarking, and a customer service training module for front-line staff and management staff. A module on service process improvement was added this year. This module, unlike the problem-solving team training module is taught using the JIT (just in time) model, with participants working on actual processes. The participants in this training learn to identify and specify their customers' requirements and how to determine their customers' current satisfaction levels. In addition, they learn how to map or flow chart their processes, and how to measure them, not only in terms of results but in terms of key variables upstream from the results. The goal of the program is to build quality into the process, eliminating waste, rework, and ensuring customer satisfaction.The objectives of this workshop are: 1. Share experience in developing and implementing a service process improvement training program. 2. Describe resources used in the service process improvement module. 3. Review results of team successes.