Customer Focused Process Innovation: Linking Strategic Intent to Everyday Execution

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The Power of Process

As taught in basic operations courses, the work efforts in any enterprise can be organized into processes—step-by-step ordered tasks that collectively perform a job. Ideally, value is created as processes are executed, but this is not always the case. On an enterprise level, the recipe is fairly straightforward: an enterprise obtains inputs, converts them through the performance of processes, and produces outputs such as finished goods, services, or information. When successful, the outputs appeal to consumers, who purchase the product/service. Because processes are the foundational construct of value creation, the way they are designed, organized, managed, and executed translates directly into an enterprise’s performance. ...