Design Your Process for Customer Satisfaction



In a world spun by processes (large and small), many organizations overlook the significance of process design: a map that leads to customer satisfaction. Many times organizations do not establish that a process is inefficient or out of control until the customer of that process complains about an unacceptable experience.

At APQC's 2013 Process Conference, Juan D. Loera Sr. of MasterTag discussed simple steps to identify process inputs and controls for a process to achieve the expected output: a satisfied customer.


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