How can you really know how your company is doing if are not measuring
processes? Do you know how many support requests are you getting from users per
month? From what area are they coming?
If you go to the customer service representative, do you know how much time
is lasting for giving the customer a definitive answer on their problem? There
is no way we can improve these type of services if you are not taking measures
of the process. By doing so, then we can think about augmenting our customer
satisfaction index or reducing the amount of errors that a product has when
going out to the streets.
In this
article by Seth Godin, he makes a call to people to stop being afraid of
taking care of processes. Yes, we know this is a routinary thing, but it is a
strategic value to our business against competitors. If I’m more efficient
internally, I can handle more jobs and customers with less the cost of similar
organizations in the industry.
So, stop for while envisioning what your company will be in the next three
years and take care of those processes that customers and employees are
complaining right now.