Anyone to whom you provide a product or service. This would include anyone
down the line who receives your work.
Customer requirements are what the customer needs and
expects from the process in the way of a product or service that he or she
is receiving. These requirements then become translated to goals or specifications
pertaining to the nature of the product or service and, which in turn influence
how the organization needs to operate to meet the requirements.
It is helpful to map out the current process that is
used to produce the product or service. Identifying all the steps involved
in the current process helps document the "as is" or current state.
Declaring how you want the process to work once it is
redesigned leads to describing the desired future state, which may address
the customer requirements and how the process will meet those requirements.
The people who purchase or receive the product or service.
The next person inside the organization who receives
your work and acts on it.
Key variances are those variances which have the greatest
impact on quality, output, customer requirements, organizational goals or
which occur frequently, cause other variances or have the potential for
being catastrophic to the organization.
A mission refers to the business purpose of an organization
and often reflects what the organization is intending to produce, for whom,
and how it is going about doing that.
Steps or activities in a process that create delays,
do not contribute to the quality of the output desired by the customer,
or do not otherwise move the organization closer to its goals.
The product or service you or the group provides.
A process is the work that is performed in order to produce
the service or product that will be delivered to the customer.
A portrayal of the sequence of all the steps involved
in producing a product or service using specific symbols to depict various
actions. (See our Guide
to Process Mapping.)
Complete and basic rethinking and redesign of organizational
processes to achieve dramatic improvements in performance such as speed,
quality, cost, and service.
Anyone who provides a product or service to the organization
or someone else at a prior step in the work flow.
Products or services are completed and delivered to a
customer as a result of a process whereby inputs to a work process are transformed
to the desired outputs. This transformation will usually involve a number
of changes of state, which moves the inputs closer to the desired outputs.
A step of a process that results in increasing the value
of the product/service to the customer. It moves the product or service
being developed closer to the requirements of the customer. It moves the
organization closer to achieving its goals.
A variance is a breakdown or error in the work process
which affects the organization's ability to produce its product or service
in accordance with its goals and the requirements of its customers.
A vision is a statement that creates a picture of the
desired future state that is better in some important way than the current
state. It usually addresses
- what kind of organization
- what it will be
like for customers, members, and other stakeholders when the goal is
- and what values
are most important in that organization.