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Process optimization is the activity of identifying beneficial
process changes, modeling the changes, and measuring the results
of the changes in the performance of a process, with the goal
of producing the most desirable, chosen outcome.
Depending upon several factors, the optimal business process
at one moment may be replaced by a more optimal business process
at another moment. Thus, different process
versions of processes
may be developed.
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For example, when
an organization is first testing a new product, it may have an
optimal customer care process that includes significant “outbound” calling
and surveying of known customers. However, once the product is
launched and customers begin ordering it en masse, the optimized
customer care process might feature far less of the outbound
surveying program.
One of the important considerations in being able to switch
among processes is the ability to manage the process
cycle time.
Flexibility and cost containment are paramount in justifying
any level of process switching.
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