The concept of the audit cycle has widespread acceptance. The technique is used not just in business but healthcare, air-traffic control, sports – indeed any activity where there is a desire to improve outcomes by being willing to be self-analytical.
In essence you consider a process and measure the effects of any changes on the end results.
Changes to the process may be instigated because of a specific incident (e.g. an important business contact’s phone call was not returned), as part of a regular review, or as a result of external factors.
The problem for many organisations is how to ensure that changes are implemented consistently and that all relevant team members are notified of (and action) any changes. A system is needed that reliably informs appropriate team members and can ensure that changes are actioned.