Harvard ManageMentor — PROCESS IMPROVEMENT	
Process Report Card 	
This worksheet enables you to create a report card communicating customers’ views of the quality of a current process that affects them and that you want to redesign. For each customer requirement for the process, describe what ideal, or “A,” performance looks like, then indicate how customers would grade the process’s current performance on that requirement. 	
Process to be redesigned:	
Customer Requirements	What “A” Performance Looks Like	“Grade” by Customer	
Example: Fast turnaround.	Example: Order turned in within four hours or fewer.
	Example: C+