Process improvement within a HR division at a UK police force

Andrew Greasley*

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review


A structured approach to process improvement is described in the context of the human resources division of a UK police force. The approach combines a number of established techniques of process improvement such as the balanced scorecard and process mapping with a scoring system developed to prioritise processes for improvement. The methodology described presents one way of ensuring the correct processes are identified and redesigned at an operational level in such a way as to support the organisation's strategic aims. In addition, a performance measurement system is utilised to attempt to ensure that the changes implemented do actually achieve the desired effect over time. The case demonstrates the need to choose and in some cases develop in-house tools and techniques dependent on the context of the process improvement effort.

Original languageEnglish
Pages (from-to)230-240
Number of pages11
JournalInternational Journal of Operations and Production Management
Issue number3
Publication statusPublished - 7 May 2004


  • improvements
  • management strategy
  • operations management
  • police
  • process management
  • United Kingdom


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