How does Process Mapping help to make a process more Transparent to the Customer?

[flybyscy]

Hi,

In the book (Business Process Mapping by J. Mke Jacka and Paulette J. Keller, page 15) they say that "finding ways to make an operation more transparent to the customer (what they cannot see, they do not object to) should be the objective of any review. Process Mapping helps make that step".

What do they mean by making it more transparent to the customer and how does process mapping help?

Thanks

[AndyN]

In Reply to Parent Post by flybyscy

Hi,

In the book (Business Process Mapping by J. Mke Jacka and Paulette J. Keller, page 15) they say that "finding ways to make an operation more transparent to the customer (what they cannot see, they do not object to) should be the objective of any review. Process Mapping helps make that step".

What do they mean by making it more transparent to the customer and how does process mapping help?

Thanks

It's been my experience that - especially in the North American auto industry - the customer wants to 'see' only those activities of the processes that add value to their product. They are very tuned into waste and are often extremely concerned they are paying for it! Of course, their are value adding processes the supplier must have - collecting revenue, paying material suppliers etc. but the customer 'fears waste'. One key part of employing process maps (which is often overlooked in diagramming ISO compliant management systems) is the identification of waste - the seven forms of waste should be well understood by those mapping processes.

[qusys]

In Reply to Parent Post by flybyscy

Hi,

In the book (Business Process Mapping by J. Mke Jacka and Paulette J. Keller, page 15) they say that "finding ways to make an operation more transparent to the customer (what they cannot see, they do not object to) should be the objective of any review. Process Mapping helps make that step".

What do they mean by making it more transparent to the customer and how does process mapping help?

Thanks

I can cite ISO TS standard where the focus is also on process efficiency in addition to process effectiveness, as ISO 9001 requires.
This is a step ahead that the techiniques of business process mapping ( stating from an "as is" situation of a process reaching a " should be" , aiming at improving process and eliminating disconnets and grey area in the linked process) will help.
Process mapping method are helfull to re-engineering the process aimining at improve its performance . This will mirror in increasing customer satisfaction if the cost of poor quality will be reduced in percentage year by year and creating simpler and leaner processes for the organization to better serve their customers.