Customer-Centric Methodologies for Process Management

Customer value is not a new concept in process work. In fact, traditional methods like Lean and Six Sigma look specifically at framing processes by the value they add either to customers or the business. However, process efforts tend to focus inwardly in functional silos—not only overlooking their impact on the customer, but also on other parts of the organization. As a leading measure of success for most organizations, customer satisfaction and customer-centricity are at the core of many strategic initiatives. Hence, organizations’ process management efforts need to incorporate an outside-in perspective for their work that helps ensure it achieves their goals.

Join APQC’s Process and Performance Management Principal Research Lead, Holly Lyke-Ho-Gland, for a webinar on Thursday, July 26 at 11:00 a.m. CDT to learn about:

  • commonly used methodologies (e.g., human-centric design and customer journey mapping), 
  • where organizations struggle in their adoption, and
  • examples of how to apply them.

Thank you for your interest in this event, registration is open to APQC members only. If your organization is a member of APQC (check the member list if you’re not sure), you could be seeing this message for the following reasons:

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  • Your organization only has a functional APQC membership and this event is not included at that level.

If your organization is not listed and you are interested in becoming a member, please fill out the membership interest form or contact APQC at
1-800-776-9676 or +1-713-681-4020.