Enhancing Customer-Driven Quality in Business Processes PPT
This PPT slide, part of the 20-slide Value-driven Business Process Management (VBPM) PowerPoint presentation, focuses on the concept of quality within the framework of Value-driven Business Process Management (VBPM). It emphasizes that quality is not merely about meeting product specifications, but encompasses broader aspects such as time-to-market and time-to-order. This perspective integrates customer feedback into the design and analysis of business processes, highlighting the importance of understanding customer needs.
The content outlines key actions organizations should take to enhance their focus on customer-driven quality. These include gauging and controlling process performance, establishing relevant quality metrics like customer satisfaction, and deploying methodologies such as Six Sigma and Total Quality Management. Each of these actions aims to create a more robust quality framework that aligns with customer expectations.
The slide also points out the necessity of fostering a deep understanding of the relationship between process quality and the quality of products or services delivered. It suggests that organizations should demarcate the extent of processes that are visible to customers and actively include external stakeholders in process management. This inclusion is crucial as it allows organizations to gain insights into how their processes are perceived externally.
Research highlighted in the slide indicates that many organizations are still in the early stages of engaging external stakeholders effectively. It provides an example of a bank that shifted its focus from merely implementing processes to actively involving customers in their experience of those processes. This shift underscores the importance of customer satisfaction as a critical metric for organizations aiming to enhance their quality focus. Overall, the slide presents valuable insights for any organization looking to refine its approach to quality management.
This slide is part of the Value-driven Business Process Management (VBPM) PowerPoint presentation.
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Business Process Management Quality Management Six Sigma Total Quality Management Customer Satisfaction Feedback
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