This infographics shows the most important elements of process excellence. At the end of the day, it is all about the customer!
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Process Excellence - It's all about the customer!
1. IT’S ALL ABOUT THE CUSTOMER
Process excellence is a way to produce successful customer outcomes. In a service
economy, what you make is not the competitive differentiator, it is why your organization
exists, how you deliver your services and what you do for your customers. The customer
experience your organization produces to its customers is the biggest asset you have!
DIVISION OF LABOUR IN DEVELOPED
ECONOMIES (BASED ON U.S. NUMBERS)
80
% OF PEOPLE
ARE INSERVICE
BUSINESS
WHO PAYS FOR PROCESS EXCELLENCE?
100OF THE INCOME
COMES
FROM THE
CUSTOMERS
HOW WELL YOUR PROCESSES WORK…
IS DETERMINED BY HOW MANY
OUT OF 10
WILL RECOMMEND
YOUR BUSINESS
TO THEIR COLLEAGUES!
GOAL OF PROCESS EXCELLENCE
IS TO CREATE PROFITABLE,
GREAT CUSTOMER
EXPERIENCES!
AVERAGE LENGTH OF A PROCESS
IMPROVEMENT PROJECTS
UNDER 3 ------- -----
MONTHS
OVER 3
MONTHS
8% OF PROJECTS IN 2005
WERE LESS THAN 3
MONTHS LONG
WHEN IN 2013
OVER 22% ARE!
WHY PROCESS EXCELLENCE MATTERS?
IF YOU
DON’T
TAKE CARE
OF YOUR CUSTOMERS, SOMEONE ELSE WILL!
YOUR PERFORMANCE IS KNOWN
3
0
0
K
4
0
0
M
1
B
I
L
L
I
O
N
5
B
I
L
L
I
O
N
WORDS IN BLOGS
PER MINUTE
TWEETS
PER DAY
FACEBOOK
USERS
GOOGLE
SEARCHES
PEOPLE SHARING
THEIR EXPERIENCES
REVENUES FOLLOW CUSTOMER
EXPERIENCE WITH A TIMELAG
2011 2012 2013 2014
REVENUES
TOO SLOW CHANGE METHODS
1BILLION DOLLAR
POTENTIAL WASTED
Process excellence is all about improving the organization and
its processes to create meaningful customer experiences,
which are not only profitable for the organization, but also
fulfil the needs of the chosen target customers, are enjoyable
and easy.
No industry is immune to the revenue impact of customer
centric process excellence. There is 1 billion Dollar potential
waiting to be taken!
TOP MANAGEMENT
SUPPORT
IS CRITICAL TO
SUCCEED!
Critical success factors for process excellence are top
management support, working across functional siloes and
keen focus on customer experience. Over 30% of organizations
who rate their process improvement programs successful are
focusing on the customer satisfaction, while over 40% of
organizations failing focus mainly on cost reductions.
USE OF SIX SIGMA
HAS DROPPED
FROM 70% IN 2005
TO JUST 33% IN 2013
CUSTOMER EXPERIENCE
%
Thank you PEXNetwork and Forrester Research for the statistics!
http://linkedin.com/in/janneohtonen
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