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Here are some questions about processes, which are the recurring flows that exist to support the organization in creating and delivering the offering.
Which statement best matches your organization?
Why process-related work is important, is unclear in the organization
We understand the importance of process-related work, but are unsure of how to tackle it
We understand the importance of process-related work and know how to work with it
A process is a chain of activities that in a repeated flow creates value. (Olof Rentzhog, 1998). See the short video and learn about the importance of processes.
Which statement best matches your organization?
Ad hoc-based work, the knowledge is in key people’s heads
The processes have some documentation and the work is often done in the same way
The processes are well-documented and are used in all parts (of the organization)
The efficiency of the processes is measured and followed up on an ongoing basis
Measurements are used to improve and automate processes
Which statement best matches your organization?
Our processes and working methods work poorly, both within and between departments
Our processes and working methods work well within departments, but poorly between departments
Our processes and working methods work well, both within and between departments
Which statement best matches your organization?
We have at best sporadic innovation work
We work continuously with innovation but not in a very structured way
We work continuously with innovation in a clearly defined process, but almost exclusively within the company
We work continuously with innovation in a clearly defined process, both internally and openly (open innovation)
We place very little outside of the organization
We have some understanding of what we do in-house and what we outsource, but we do not have a clear plan
We have a clear plan for what we outsource and what we do in-house
Outsourcing parts of the operations, while keeping core business and core competence internally, is often a wise choice. This improves both flexibility and efficiencies.
Outsourcing parts of the operations, while keeping core business and core competence internally, is often a wise choice. This improves both flexibility and efficiencies.
The customer journey is the journey from the point at which a need arises with the customer, until a purchase is made and on to usage.
We have not mapped the customer journey
We have mapped the customer journey, but have not adapted our processes to it
We have mapped the customer journey and have adapted our processes to it
Customer journey mapping – prior, during and after the purchase – is central in understanding customer behaviors, including understanding critical steps along the journey. In our interview with Brian Solis he explains why it is important to start mapping the customer journey early. Further, have a look at the video where Megan Grocki talks about customer journey mapping, what it is and how it can be done.
