Customer-centric business process
The main key to the effectiveness of the business process system and its improvement is the understanding by the employees that any work (process) is done for someone. No matter what you do, you will get a certain result, and this result will be used by someone else. The results you get will be your product. You are both a producer and a supplier. And the company's process system is the target market. It's very simple, your customer is the one who buys your product. Therefore, to be successful in the business process systems market, you must meet the needs of your customers better than anyone else.
Ways to make the outcome of the business process make sense to the customer
Find out who will use the results of your work in the future.
To do this, the first step is to make a list of everything you do at work. Individual processes, procedures, functions, and operations appear in the list. Next, in front of each element, you have to specify which products appear as a result. It can be reports, requests, some kind of semi-finished product, etc. And now, next to each product, list the people who will use the products in the future. This list is of incredible value to you. This will help you become a better producer of your products. This list is your customer base and should be treated in the same way that you would treat a commercial customer base. By the way, you can make the same list for other areas of your life, not just for work.
Find out how your product is used.
Take your customer list and start figuring out how customers are using your products in order. For example, if it's a report, find out what information is most important and what they do with it next. You will be able to obtain some of the data on your own without having to interview clients. Now, consider that even completely obvious things can be used in a non-obvious way. You'll find out a lot if you talk to your clients regularly
Change your attitude to work.
This is probably the most difficult point. You need to understand one very simple thing: you are a producer and a seller in one person and you work FOR your customers. Let go of the idea of just doing my job. There is someone who needs your job. Someone depends on you and the quality of your products. Stop doing it for the sake of the process. Do it for the sake of a result that your client will enjoy. Also, don't make distinctions between important and unimportant work; everything has to be very well done. Good enough for you to like it. The best seller recommendation might be: I use this myself. Also, another very important point, do it for yourself as well as for others. Learn to be proud of what you do and always do it.
Ask your customer how they want their product to be.
Each client has certain requirements for their product. Ask your customers, of whom you already have a list, if they like your product. Do you want to change something, and if so, what exactly do you want to change? What are they missing? Or vice versa, maybe something needs to be removed. Work to improve your product. Ask your clients and consult them yourself.
Go ahead and always get reviews on your products.
When you send an email, give your customer information over the phone, give a business plan in person, and then ask if the customer is satisfied. Always ask for the opinion of your customers. In the same way, as in the market, this is the most valuable source of information that allows you to grow. As you improve your products and focus on your customers, you improve yourself.
Monitor and manage the attention of internal and external customers.
Once you have been able to put the above 5 points into practice for yourself, you have to help others to go through it. This will make the entire process system customer-centric. Yes, you got it right, changing people's mindsets and perceptions means changing the business process system. By the way, any process change, or rather the implementation of a change, begins with a change in the minds of the participants in the process. In the meantime, as a manager, help your employees change their perceptions. And control the achievement of the result. Bring the entire process system to focus on internal and external customers.
It's simple: your external customers will be satisfied when your employees are too. And financial motivation has nothing to do with it. Do you want proof? Remember the Hawthorne experiment.
Comments