Process evaluation-matrix

1. To complete the Process Evaluation Matrix, follow the steps below:
1. Review the Competitive Map you completed in Module 4: Analyzing your customers and competition, and select one factor that you
think your business should improve (for example, delivery time, customer service quality, or defect reduction).
2. Identify key processes in your business and add them to the Process Evaluation Matrix template.
3. Rate each process in the matrix by focusing on your chosen factor and whether process change to develop this will impact your
business.
4. Calculate the total for each process, and identify which operational process should be improved to develop your competitive advantage.
Example
In the example shown below, the order process has the highest score, and therefore would be a productive place to begin the improvement
process. In comparison, the packaging process is expensive, difficult to change, and only offers a very limited potential positive impact, so
would be a less effective improvement target.
FACTOR CHOSEN TO IMPROVE SPEED – competitive advantage would be increased by a faster service
PROCESS POSITIVE IMPACT
1-5
EASE OF CHANGE
1-5
COST EFFECTIVENESS
OF CHANGE
1-5
SCORE
Sum Total
Warehouse organization 3 2 4 9
Delivery 5 1 3 9
Packaging 2 2 1 5
Order process 4 3 4 11
PROCESS EVALUATION MATRIX

2. Now that you have seen an example, you can carry out this exercise for your own business.
FACTOR CHOSEN TO
IMPROVE
PROCESS POSITIVE IMPACT
1-5
EASE OF CHANGE
1-5
COST EFFECTIVENESS
OF CHANGE
1-5
SCORE
Sum Total
A technically sound website 5 2 5 12
A good database 5 3 5 13
Good user interface 5 1 5 11
Trustworthy information 5 2 5 12