IT’S ALL ABOUT THE CUSTOMER
Process excellence is a way to produce successful customer outcomes. In a service
economy, what you make is not the competitive differentiator, it is why your organization
exists, how you deliver your services and what you do for your customers. The customer
experience your organization produces to its customers is the biggest asset you have!
DIVISION OF LABOUR IN DEVELOPED
ECONOMIES (BASED ON U.S. NUMBERS)
% OF PEOPLE
WHO PAYS FOR PROCESS EXCELLENCE?
100OF THE INCOME
HOW WELL YOUR PROCESSES WORK…
IS DETERMINED BY HOW MANY
OUT OF 10
TO THEIR COLLEAGUES!
GOAL OF PROCESS EXCELLENCE
IS TO CREATE PROFITABLE,
AVERAGE LENGTH OF A PROCESS
UNDER 3 ------- -----
8% OF PROJECTS IN 2005
WERE LESS THAN 3
WHEN IN 2013
OVER 22% ARE!
WHY PROCESS EXCELLENCE MATTERS?
OF YOUR CUSTOMERS, SOMEONE ELSE WILL!
YOUR PERFORMANCE IS KNOWN
WORDS IN BLOGS
REVENUES FOLLOW CUSTOMER
EXPERIENCE WITH A TIMELAG
2011 2012 2013 2014
TOO SLOW CHANGE METHODS
Process excellence is all about improving the organization and
its processes to create meaningful customer experiences,
which are not only profitable for the organization, but also
fulfil the needs of the chosen target customers, are enjoyable
No industry is immune to the revenue impact of customer
centric process excellence. There is 1 billion Dollar potential
waiting to be taken!
IS CRITICAL TO
Critical success factors for process excellence are top
management support, working across functional siloes and
keen focus on customer experience. Over 30% of organizations
who rate their process improvement programs successful are
focusing on the customer satisfaction, while over 40% of
organizations failing focus mainly on cost reductions.
USE OF SIX SIGMA
FROM 70% IN 2005
TO JUST 33% IN 2013
Thank you PEXNetwork and Forrester Research for the statistics!