Preface 5

Contents 7

1 Introduction 9

2 The six-phase model 13

3 Formulating the organization’s mission/vision; Phase 1 17

4 Determining the critical success factors; Phase 2 19

5 Deriving the performance indicators; Phase 3 23

6 How to get from Actual to Target for each primary process; Phase 4 27

7 Implementing the step-by-step procedure for structural improvement; Phase 5 29
7.1 The step-by-step procedure in the production process 33
7.2 The step-by-step procedure in the development process 64
7.3 The step-by-step procedure in the sales process 73

8 The continuous improvement of the organization; Phase 6 79

9 The impact on the organization and IT 81

10 The costs, benefits and completion times of the approach 87

Used abbreviations 93

Literature reference 95