Experience Management
Optimization in terms of factors such as cost, efficiency and agility is now only a solid basis for complete end-to-end process optimization.
September 9, 2022
This text has been automatically translated from German to English.
Signavio has developed a five-step strategy for holistic business process transformation.
- Create a target/actual analysis: Before companies can add the information from experience management to their process optimization, they need to take inventory. Once this is done, a target state should be defined.
- Understanding the stakeholders: Process optimization according to the conventional model completely ignores the wishes and experience of customers and employees. To involve them in their process transformation, companies need information that they can extract from surveys, for example. They should also consider the Net Promoter Score (NPS).
- Identify the most important touchpoints: The right understanding of where exactly customers come into contact with the internal process, for example, is essential: this is the only way to identify the most important touchpoints. Customer journey maps help to identify the various dependencies between internal processes and external experiences.
- Define and implement measures: The identification of process points is followed by their definition and implementation. Companies must not forget to get all employees on board during this potentially disruptive step.
- Evaluate the process transformation: Business process transformation is never a one-time thing, because changes to the process can also remain unsuccessful. It is therefore essential to continue evaluating business processes after the process transformation has been completed.
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