The business process differentiates between clients and customers. The key to the business process attributes is the need to focus on the outputs. In completing a process analysis you need to identify who does what by looking at who has the responsibility for the process, who has authority over the process, who has the expertise to complete the process, and who actually does the work. When this information is gathered, it is important to identify the combinations and eliminate the bad combinations and maximize the good combinations. There are many symptoms of a bad process.
Large buffers refers to a point in the process where work collects.
Metrics are used to evaluate customer satisfaction. There are many ways to achieve customer satisfaction. Quality, service, and flexibility add to customer satisfaction and cost and cycle time detract from satisfaction. It is essential to keep metrics simple, otherwise organizations will not have the resources or the will to employ them. Business Need Guidelines Steve reviewed the business need handout.