In the quest for service excellence, it is critical to ensure that the foundation for creating a lean, world-class organization is solid and robust. Business Process Improvement includes Value Stream Mapping, applying LEAN principles to identify and eliminate waste, continuous improvement, and Benefits Realization Management.
The customer is the start and culmination of service delivery. The customer defines their service delivery requirements, and the organization delivers to those requirements. Therefore, the Value Stream assesses and relentlessly improves planning, workflow, efficiencies, systems, structures, and technology. It is the streamlining of these criteria that ensures the flow of value.
However, there is no better way to improve processes than to involve those that work with it every day in the improvement process. In the words of Henry Ford – ‘Anybody can buy machines, but it’s people that make the difference’.