Past Newsletters
In This Issue
Focus on the Customer
How do your process
efforts impact your
customers?
To Have a Customer
Focus, you need a Process
View of your Organization
PSG Alliance
Process Perspectives Newsletter
January 2012 - Focus on the Customer
Welcome to this month's issue of the Process Perspectives
Newsletter!
Our goal is to provide you with specific insights so you can help your
organization progress on the road to Process Based Management (PBM).
In this issue, we discuss how a focus on the Customer is a primary
objective of a process-focused organization. Our Quick Assessment
section shows the results of the question, "How do your Process Efforts
impact your Customers?".
PBM
Quick Assessment
Results
Each month we will
showcase a question from
the Quick Assessment.
To have a customer focus, you need a process view of your organization.
In the last section, we discuss one of the first areas we address when
working with a company to help develop this process view.
Let us know if you have a specific topic you would like to see covered.
Good luck with your process efforts, and stay the course!
Pat Dowdle
Jerry Stevens
Process Strategy Group
Focus on the Customer
This month
How do your process
efforts impact your
customers?
All of our companies are in business to provide products and services to
our customers. And yet, how many of the employees in your company
actually focus on your customer? Our traditional functions tend to focus
on their task at hand, be it Accounting, IT, HR or even Sales and
Operations. You may even have a function called Customer Service,
whose role is to focus on the customer.
But isn't it everyone's job to focus on the customer? A significant shift in
mindset occurs in a process-based organization due to their focus on the
customer. By managing the end-to-end processes that actually provide
value to your customers, you align the view of the employees to the
expectations of the customers.
As we have reviewed through these newsletters, some of the key
changes needed to become a process-based organization are:
A shift in Mindset and Culture to a process focus
Managing End-to-End Processes
Integrating process-based Initiatives into an overall,
consistent approach
Developing and measuring Process Based Performance
These are all centered around building process capabilities to understand
and meet Customer Expectations.
View 5 minute Overviews
showing what you get
from the:
Quick Assessment
Quick Assessment for an
Organization.
Featured Service
Take our FREE PBM Quick
Assessment to quickly
determine where you are
on the journey.
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By managing the processes that actually provide the products and
services your customers want, you shift the emphasis in your company to
the customer.
Functions alone do not meet customer expectations; it is the
management of your end-to-end processes that allow you to meet your
customers' expectations. That is why a process focus is so powerful.
Those companies that focus on managing the end-to-end processes that
provide value to the customer will outperform their competitors who
don't.
PBM Quick Assessment Results
This month we tabulated the responses from all participants who have
completed the free Quick Assessment on this question: "How do your
process efforts impact your customers?"
E-Learning Courses
Our e-learning courses
are based on years of
conducting successful
seminars and workshops
along with 10+ years of
research. We have
designed each of our elearning courses to be
short, 2 hour online
sessions that can be
taken from your desktop.
Responses indicate that over half of the companies focus on their
customers, which is encouraging. Over a third (36%) incorporate voice of
the customer into their process efforts and 17% indicated that their
customers see the impact of their process efforts. By considering the
voice of the customer in process efforts, these organizations are
developing processes that are targeted to meet what the customer
wants. These organizations are focusing outwardly from the organization,
as opposed to the typical inward look of a functionally based
organization.
Now the bad news. One third (33%) of the responses indicated that their
Quick Links
Services
customers suffer due to their processes. If you do not focus on managing
your customer facing processes, then you do not manage how you
provide products and services to your customers. The result will be
inconsistent products and services that do not consistently
(if at all) meet what your customers want.
Recent Presentations
Process Issues
About Us
Contact Us
Client Testimonial:
"As the CFO of a privately
held distribution company
with revenues of $340
million and operations in
four states that wanted to
design and implement a
process management
program, I turned to the
Process Strategy Group to
help us get started. We
brought PSG in because of
their wide-ranging
experience in process
management consulting
(gained over many years
in a variety of
organizational settings).
PSG created a training
program for senior and
mid-level managers that
provided the foundation
for our initiative. They
helped us design a
structure that was
perfectly tailored to our
company and followed up
with timely advice and
counsel as we set up our
PM teams. Our first
project out of the gate
involved moving product
overnight between five
different warehouses in
four different states to
ensure next day delivery
for our customers.
The result of our efforts
was an annual savings in
excess of $600,000 and a
level of customer
satisfaction that is hard to
quantify. Using the
concepts, tools and
techniques taught to us
There is another 14% who indicate that their processes have no impact
of their customers. This may be a result of the processes not being
customer facing (for example, the Pay Employee Process). Overall, we
would expect customer facing processes would be judged by a customer
to either favorably or unfavorably impact that customer.
Where would your organization fit into the chart below?
To Have a Customer Focus, you need a
Process View of the Organization
Most organizations have an organization chart which shows all the
functions in the organization and the management of those functions. Do
you have a similar chart that shows a process view of your organization?
One of the 1st things we do when working with a company is to identify a
high level picture of their processes. This includes naming the process,
identifying where it starts and ends, and how it relates to other
processes.
by PSG, our process
teams looked at a variety
of issues in all parts of the
company. The savings to
our company over the
first three years was
$2,500,000 to
$3,000,000. These were
precisely the results we
were looking for from our
process management
program."
If have enjoyed this
newsletter and have found
value in the information,
please send it along to
others by clicking the link
below.
This process view is key to:
Setting the foundation for a focus on processes in the organization
Identifying how your processes interact with your customers
Creating the dialogue around processes at the management level
We can help your organization develop this process view.
Save
50%
Be one of the first 5 this month to try our FREE Quick Assessment and receive
50% off our Quick Assessment for an Organization. Use Promo code
CC1520119.
You can learn more or take the PBM Quick Assessment at
http://tiny.cc/CC1520119
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