Customer travel: the PDCA cycle

 Plan: Managers study part of the process that needs improving by collecting relevant data and documents. Then they make a plan to address any problems and make improvements.

Do: Next they put their plan into action and collect data or evidence of the effect of their actions.

Check: As data and evidence comes in, managers need to check whether they are achieving the objectives set out in the planning stage,

Act: take action as a result of plan, do, and check. 

Plan-Do-Check-Act is a continuous cycle in which you are always aiming to improve quality and go above and beyond customer expectations.

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