Aligning Performance Measures with Customer-Centric Processes PPT

This PPT slide, part of the 139-slide Business Process Improvement (BPI 7) PowerPoint presentation, presents a comparison between functional and cross-functional measures within an organizational context. It highlights the common pitfalls of relying solely on functional interests for performance measurement, which can lead to misalignment and inefficiencies. The visual layout features 2 distinct sections, each illustrating the flow of processes through sales, production, and distribution centers (DC).

In the upper section, the arrows indicate a flow that is primarily focused on functional areas, represented in red and green. This suggests that measurements are often siloed, emphasizing departmental performance rather than the overall process. The accompanying sad face icon reinforces the negative implications of this approach, indicating dissatisfaction with results derived from such measures.

The lower section shifts the focus to a more integrated perspective. Here, the arrows are depicted in a way that emphasizes a cross-functional view, suggesting that measures should encompass the entire process rather than isolated functions. The happy face icon signifies the positive outcomes associated with this holistic approach.

The slide concludes with a critical point: requirements should originate from the customer, and performance measures must be aligned to meet these needs. This alignment is essential for driving improvements and ensuring that organizational objectives are met effectively.

Overall, the slide serves as a compelling reminder of the importance of adopting a comprehensive view of performance measurement, advocating for a shift from functional silos to a more interconnected approach that prioritizes customer-centric outcomes.

This slide is part of the Business Process Improvement (BPI 7) PowerPoint presentation.

Developed by a Senior Executive and Operational Excellence Coach with experience at organizations including NOKIA, MICROVENTION, and MAGELLAN, this is a presentation on the BPI 7 methodology for business process management/improvement.

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