In Reply to Parent Post by flybyscy
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?
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.