Business processes refer to interrelated activities performed in sequence by different departments and levels of the organization, which seek a specific objective (mainly customer satisfaction).
By visualizing the interactions between the responsible departments, it understood how each of them contributes to generating memorable customer experiences.
Businesses need to understand their processes, especially those that impact the customer experience. Imagineer is in charge of analyzing the activities of its clients' processes. To discover where there are opportunities for improvement and thus, devise solutions to obtain efficient and effective solutions. Capable of meeting the expectations of consumers.
What cannot be measured, cannot be controlled.
Standardization is a way to ensure that activities are always done in the same way and in the same order so that the same results are always produced.
Standardized processes allow companies to ensure that customers will always receive their products or services with the highest quality, which in turn, ensures a positive experience.
At Imagineer we believe that processes are one of the most important elements for the proper functioning of a company, however, in many occasions, it is taken for granted that business processes do not need to be improved, without considering the great impact that inefficient processes, technologically lagging behind and poorly adapted to the needs of today's market, can have.
Continuous improvement is a work philosophy focused on a constant questioning of what could be done wrong and how it could be improved.
In today's highly competitive and fast-paced market, it is necessary to continuously improve processes, since constant changes in consumption patterns force companies to transform and adapt their technology, and this leads to lighter and more efficient processes.
Six Sigma is a methodology developed tool to control and reduce process variations. This work philosophy adapts the processes to a low tolerance concerning irregularities, improving the quality of products and services.
At Imagineer, we use DMAIC. It is a highly effective methodology made of 5 phases: Define, Measure, Analyze, Implement, and Control. It is part of the Six Sigma toolbox and has a problem-solving approach, providing a structured and clear framework.
Process mapping consists of a schematic representation of the flow of business activities, whether of the organization, a specific function, or a department.
Imagineer uses As Is / To Be analysis, offering to document the current flow (As Is) of activities, of the main processes that impact the customer experience, such as marketing, sales, customer service, and operations, to identify improvements to optimize the processes (To Be).
SIPOC is a graphical tool for the following items: Suppliers, Inputs, Process Activities, Outputs, and Customers. Imagineer uses this tool to allow the main variables that make up a process and the subsequent analysis.
A flow diagram or flow chart is a graphical representation of the process and its constituent activities, which gives a broad view of the process. This tool facilitates the definition stage (DMAIC) and allows the analysis of activities that add or do not add value to the process.
Value Stream Map
The value stream map (VSM) is a graphical tool that details the necessary flow, whether tangible or intangible product/service, to reach the customer. It also identifies the activities that do not add value.
Controlled processes provide information that allows the organization's status to be analyzed in real-time, enabling decision-making.
Improving a process often means eliminating tasks that do not add value finding solutions that optimize operating costs.
With a process analysis, the need for implementation can be identified, new technological solutions can boost the company's profitability.
Start with Customer Experience Design as a methodology to improve your processes, business models, and value proposition. Once the CX process is defined, automate the process through a Customer Experience Architecture.