Customers drive the selection of Business Process Innovation Projects, as outlined below, and customer input is utilized at the front end of every process improvement initiative. Newly implemented process improvements and current services are evaluated in terms of customer satisfaction outcomes. As such, these groups comprise direct customers, themselves, or function as customer-surrogates for essentially all services delivered campuswide. They provide a coherent, informed view of customer expectations and customer satisfaction.
Process contains multiple check-points and approvals.
These four factors were then multiplied to arrive at an overall priority score of zero or one. Or, if it scored high on the three latter factors but low on potential savings, it would similarly score low. This system reflects the logic that a decision-maker would actually use in allocating resources or effort. This effort produced similar rankings with a few exceptions, which were decided in the direction of customer preferences. A number of CABOs and HSAs have participated on Business Process Innovation teams, providing in-depth customer perspectives.