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Let coffee be your guide to Process Experience

We have had a lot of discussions with clients lately about what makes a process customer focussed. Our answer tends to be that whatever customer focus might mean to any one individual, in our experience this isn’t enough.

Indeed, in a discussion currently raging in the BPGroup, I wrote that

’Good customer focus is based on managing internal processes that are designed to successfully connect to a customer – Nothing wrong with that, wish more companies would do it. Outside-In is based on managing the customers process and making the internal processes and tasks fit. […] The consequences of both approaches regarding not only customer experience, but also internally (roles, KPIs, leadership styles, information requirements, process strategies etc.) will be very different.’

(For Outside-In read Process Experience in this argument, as I didn’t want to confuse the original issue and terms used.)

The key difference between Process Experience and customer focus lies in the mindset: What do I define first and then build around: The ideal customer process and try to develop and fit the required internal processes and capabilities to it? Or do I start with my internal processes and us these as defining requirements for a customer process?

To illustrate the difference in mindset and approach of the Process Experience, we’ve put together a simple example which we think goes some way to explaining what the Process Experience is all about. So….enjoy your coffee!

Process Experience – The coffee example
This presentation is also available for download

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3 Comments

  1. [...] Viel Spaß beim Lesen….. und genießen Sie Ihren Kaffee! Das Beispiel können Sie sich hier ansehen oder als pdf-Datei [...]

  2. [...] Thomas Olbrich. A German who blogs in English and German and who wrote my favourite BPM blog entry ever. [...]

  3. [...] called it his favorite BPM posting ever and it’s still the most popular entry on this blog. “Let coffee be your guide to Process Experience” describes the difference between the internal view on a process (“What do we do”) vis a vis [...]

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