When a process does not work, you may hope it will get better on its own or that the problem will simply go away. Can you put out the fire and move on to the next problem? Unfortunately, there is no quick fix to improving business processes. Unless you spend the time uncovering the root cause, nothing will change. You may temporarily stop the pain, but it will not last for long.
And try not to blame employees, which is a great way to kill any business process improvement (BPI) effort. When a department stops performing at the desired level, ask what has changed. Have customer needs increased, do you have changing priorities, has the competition for your product or service increased, or is it another business impact? Priorities continually change as a business stabilizes and evolves. Products and services have to change to keep pace with the competition.
Customer needs have a way of increasing over time – the bar continues to rise as you meet existing needs. Consider thinking about customer needs as your company’s North Star; let those needs guide you throughout any BPI effort.
Engage employees around customer needs and involve them in any process improvement effort. Let them know you are not pointing your finger in their direction, but rather looking at how you can collectively improve the process to keep customers engaged and committed to your product/service line. Position customer needs as your North Star. Directionally, you cannot go wrong.
#BPI #Business Process Improvement #Customer Needs #processimprovement
And try not to blame employees, which is a great way to kill any business process improvement (BPI) effort. When a department stops performing at the desired level, ask what has changed. Have customer needs increased, do you have changing priorities, has the competition for your product or service increased, or is it another business impact? Priorities continually change as a business stabilizes and evolves. Products and services have to change to keep pace with the competition.
Customer needs have a way of increasing over time – the bar continues to rise as you meet existing needs. Consider thinking about customer needs as your company’s North Star; let those needs guide you throughout any BPI effort.
Engage employees around customer needs and involve them in any process improvement effort. Let them know you are not pointing your finger in their direction, but rather looking at how you can collectively improve the process to keep customers engaged and committed to your product/service line. Position customer needs as your North Star. Directionally, you cannot go wrong.
#BPI #Business Process Improvement #Customer Needs #processimprovement
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