Development of End-to-End Processes at NATO Communication and Information Agency Case Study

Published On:
January 11, 2019
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In December of 2018, APQC interviewed Niels Aarup, senior scientist at NCIA, about the agency’s approach to end-to-end process development. To engineer and improve end-to-end processes spanning multiple functions, NCIA developed an approach to process work that utilizes agile tools like value stream and customer journey mapping. Value stream mapping, which charts each step in a process from beginning to end, has been a helpful tool for the agency to flag inefficient or problematic process steps, accurately assess the current state of a process, and think strategically about moving the process to a desired future state.