The entire organization benefits, and so do your customers.
Benefits Of A Process Excellence Team
Employees and stakeholders are working towards established goals, so everyone knows what is expected of them and how they will be judged. There is a priority set on doing things right and doing them the right way. There is also a focus on regular training to help staff grow.
When implemented, it creates a shared culture among employees with a sense of mission. It creates more engaged employees by incorporating them into the process of improving efficiency. A process excellence team will be able to target the things that get in the way of a smooth process, which means less frustration for team members.
Instead of being passive, it encourages everyone to actively participate in the process of improvement. It gives team members a sense of pride and accomplishment when suggestions are implemented to make things easier for everyone. It has been proven to lower employee turnover.
Implementing the best customer service practices has at its core, understanding where the customer finds value and delivering on it. A continuous improvement program will identify these values at key points in
Once established, the culture will recognize and reward achievement. It builds into the culture the need to evolve. Change, in pursuit of growth, becomes less difficult for teams since it will be part of the evolution. In addition to engaged team members, employees will continually learn new competencies and have growth opportunities.
The Life Cycle of Continuous Improvement
It starts with mapping workflows and developing benchmarks for service or product delivery
Phase 1 - Process Baseline
The Process Excellence team needs to identify the baseline of current performance and document processes and workflow. Then, the team will develop performance metrics and scorecards to assess current performance. This initial analysis will help to set benchmark goals for incremental improvements. Scorecards are delivered to track performance against the benchmarks.
Throughout the process, it is important the key members involved in the process are part of the discussion. This creates
Phase 2 - Performance Optimization
Through the measurement process, team members are on the lookout for ways to improve
Regular reviews can identify the root cause of stumbling blocks for efficient operations and assess solutions to lift overall performance.
Phase 3 - Process Reengineering
At some point in the process, you may find that you have optimized performance and it becomes difficult to attain significant increases. That’s where process reengineering comes into play. In this phase, you will start
It can take the form of redesigning a phase or segment of the process, or it
In the financial industry, for example, when some lenders became overwhelmed with mortgage applications and found their team of evaluators could not keep up with demand, they
Your Customer Services Best Practice Guide
Your customer service best practice