If you'd like theoretical underpinnings for it in addition to the example, it sounds a lot like the "continual service improvement" step of the ITIL v3 framewor

If you'd like theoretical underpinnings for it in addition to the example, it sounds a lot like the "continual service improvement" step of the ITIL v3 framework--which is an open standard (http://www.itilversion3.com/final/itil_v3_continual_service_improvement_design_guidelines.pdf http://www.itilversion3.com/final/itil_v3_continual_service_...). I can't really say whether it's MBA wankery or useful business process, though.