Product defect reduction through the use of business process management

Points out that understanding the entire manufacturing process, across organizational boundaries, is a key element in improving shipped product quality level (SPQL). Employee participation in the understanding and improving of IBM´s business processes improves product quality, business efficiency and employee morale. The impact of the business process teams on employee morale has been positive and much greater than anticipated. Employees are pleased about having the opportunity and authority to improve the business. They also feel positive about being part of a team dedicated to improving both product quality and the business posture