Five Keys to Make the Process Equal the Customer Experience



  • Type:
  • Published:
  • October 10, 2016
  • Author:
  • APQC
  • Pages:
  • 40
  • Price:
  • Member: FREE

Bureaucratic organizations traditionally focus solely on their own business. But, what happens when an elderly person, living in an elderly home, feels sick, and needs medical care? Does the process end at the emergency room? Or does it end when he or she is back at the elderly home? It is important to understand the customer’s experience and then map out and design the processes along that experience.

At APQC’s 2016 Process Conference Clean Stream tool attendees through the process, discussed the importance, and how to make the transition from processes being a side job, to being a focus at the center of the business. During the session, attendees learned:

  • that the customer experience must be seen as the process,
  • the importance of treating other organizations as partners in delivering the value for your customers,
  • that the most important objective is to satisfy the customer, and
  • to work with the customer needs, not the customer wants.

These are the speakers slides from that presentation.  You can access APQC's session overview here.