Ia I nputs Xa Xb Xc Xi Ya Yb Yi I nput P rocess O utput operational P rocesses O utputs Process dashboards The First-Time Right (FTR) On time Delivery Cost Defects End results in Line with Expectations Scorecards Traditional measures have often been output focused i.e. profits, costs, cycle time, etc. and historical. To successful manage a process in real-time you need greater visibility of current input and process indicators Everyone in the organization is connected to the Voice-Of-the-Customer, using a so-called Leading indicator concept Good process decisions require comprehensive process data (leading indicators) (lagging indicators) Based on: Using the client experience to drive your process improvements, It is all about the Voice Of the Customer, Dennis de Weerdt, Senior Vice President @ ABN AMRO, Transaction Banking Global Client Service, 2007 V oice -O f- the- C ustomer Ib Ic

Traditional measures have often been output focused i.e. profits, costs, cycle time, etc. and historical.

To successful manage a process in real-time you need greater visibility of current input and process indicators

Everyone in the organization is connected to the Voice-Of-the-Customer, using a so-called Leading indicator concept