Good process decisions require comprehensive process data

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  • 1. 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