What are the Critical Success Factors in Improving Business Processes?
• Determine the value of the project: cost, customer and employee satisfaction, simplification of process, strategic alignment • Manage the improvement process as a project: develop a project charter, define roles and responsibilities, communicate progress, manage change, implement contingencies, evaluate benefits and celebrate successes • Know the customer’s (internal and external) wants, needs and desires • Map the business process and understand its type of variation • Measure process performance • Define the operational defect and the waste in the process • Identify root cause and fix the problem, not the symptom • Test the solutions and refine the process • Monitor the business process to sustain the gains and continually improve
