Step 10: Finalize Process Recommendations The workshop output is an agreed-on set of ‘to-be’ process flows and a list of key actions needed to complete documentation. Set up a workshop to review and enhance ‘to-be’ process flows. Step 9: Hold a Business Process ‘To-Be’ Workshop
Leverage best-in-class industry practices wherever possible. Level 2 process flows provide sub-process details for each key activity/step in Level 1. Level 1 represents highest-level process steps and notes additional sub-processes that may be required. Set up a workshop with key stakeholders to review ‘as-is’ process flows and to develop preliminary ‘to-be’ processes.īased on the output of the workshop in Step 7, assign process SMEs to develop Level 1 and Level 2 ‘to-be’ process flows. Step 7: Hold a Business Process Improvement Workshop Collect and discuss missing process steps clarify existing steps. Meet with customer-facing personnel to discuss ‘ah-ha’ insights gathered from the review of ‘as-is’ processes. Step 6: Hold Workshop(s) to Review Feedback Request that customer-facing personnel also review this material and provide feedback regarding needed enhancements. Send process flows and documentation to process SMEs with a list of ideas that have been culled from the research conducted in Step 2. Step 5: Collect Feedback on ‘As-Is’ Process Flows If ‘best-in-class’ has been determined, compare ‘as-is’ process flows to industry benchmarks. Step 4: Document ‘As-Is’ Processes and Make Best-in-Class Comparisonsīased on the data collected in Step 3, map the ‘as-is’ process flows. During this step, also note any potential quick wins or other ideas that could impact ‘to-be’ process results. Set up interviews with process subject-matter experts (SMEs) to determine “as-is” processes for sales, marketing and customer service. Step 3: Determine Current-State Business Processes Include process flow documents where feasible. Identify relevant industry best practices. Step 2: Research Relevant Industry Best Practices Meet to determine overall strategy and direction for the project and agree upon a tentative timeline for completion of the 10-step review. Select the business process review team from among stakeholders throughout the organization. 
Step 1: Meet with the Business Process Participants to Plan an Initial Schedule Possible customer strategies may include but are not limited to: Digital Transformation, Customer Relationship Management (CRM), Digital Customer Communities, Customer Engagement, Data & Analytics, & Emerging Technologies. These steps will help ensure process excellence as part of a customer strategy implementation. What follows is ISM’s 10-step methodology for reviewing and enhancing business processes. How are you performing against “gold standard” industry benchmarks?.Related: Sales Process Excellence – Thought Leadership Paper.All organizations have business processes. Processes are those natural business activities that produce value, serve customers and generate income.
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