Continuous Improvement: A Strategy for Implementation

Companies are now applying quality concepts used in manufacturing to the office environment. Many are finding, however, a strategy for implementing these concepts difficult. Generally, improvements must be planned and introduced to existing processes in increments. A structure must be established to support communication and provide guidance, training, and education on continuous quality improvement. This paper will begin by outlining how continuous improvement concepts were introduced in the Biostatistics and Research Information Management (BRIM) area of Merck Research Laboratories, Division of Merck & Co., Inc. It will then focus on the establishment of a management structure to support implementation of continuous improvement concepts and will conclude with a discussion of experiences from a pilot project.