From the course: Project Management for Business Process Improvement
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Isolate business process inefficiencies
From the course: Project Management for Business Process Improvement
Isolate business process inefficiencies
- Imagine: you're working on a thousand piece jigsaw puzzle. You wouldn't just grab random pieces and hope they fit, right? You'd probably start with the edges or the most obvious parts to get a clear framework. The same goes for your work, start with the biggest challenges first. You address the most critical issues first, those that impact the customers of your process the most. What are the things your associates complain about the most? What keeps you awake at night, worrying just as you're trying to fall asleep? That's where you begin. Let's talk about how you identify inefficiencies and opportunities for streamlining. There are three powerful tactics to help you get started. Voice of the customer, or VOC, go to the Gemba and look at your numbers. Voice of the customer is exactly what it sounds like. If you have the opportunity to review what your customers are saying in surveys or to speak directly with them about their experiences, take it. Customer feedback is invaluable for…
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