How can organizations best decide which services they want to improve, re-engineer, maintain, or drop altogether? Typically, the focus is on improving large, cross-functional, customer-facing processes because of their impact on the business. But what about the small processes and services that keep an organization running? Drawing on insights from their process work at Northwest National Laboratory, Steve Slate and Apeksha Gupta Pacific share how to prioritize service improvements from a customer-centric perspective in this PPM conference presentation.
This is a copy of the presentation slides; click here for the summary.