Process Experience – The coffee exampleThis presentation is also available for download
My good friend (and fellow BPM Nexus founder) Thomas over at Teraneon.de has put up a very simple slide show to illustrate the concept of customer focused processes. He uses the example of making coffee (the Nescafe way and the Starbucks way). The thing I particularly like about this slide show is that whilst it illustrates quite clearly the different methods of doing things, it then identifies quite specifically the thinking which leads to 'bad' process design vs that which leads to 'customer focused' process design.
In my dealings with customers I, too, have fallen into this trap because on big, complex processes it is easy to lose sight of who that process should be designed for. But by reducing everything to a basic 'cup of coffee' analogy, it makes it a lot easier to keep the target in mind.
I would urge all my readers to take a look at this slide show and think about what it is indicating about process design generally.
You might also want to take a quick look at the BPM Nexus (http://bpmnexus.ning.com/) and see what we are doing over there.