The Process-Experience Paradigm
I was asked the other day to review a process improvement program. Starting with a simple question I posed “So what are you promising your customers”. The response I received was stunned silence. He/She was faced with the process-experience paradigm we all are faced with at some point. Why are we doing this? To my colleague/client this question had never even entered their minds. “Customer Promise?? Why do we need that in order to drive an internal program. To be…