Organizations typically emphasize process improvements without first adequately assessing whether they are producing products which meet customer expectations. Eliminate and consolidate before we automate. These are three tactics for improving process and product flow within a process. Our experience shows that many organizations rush to automate before considering the first two possibilities. Process improvement, not positively experienced by customers, is a competitive mirage.
Vital lies are constraints on any change initiative.
These and other Customer-Centered Culture principles are discussed in IMT Workshops and Publications . Copyright 1999, International Management Technologies, Inc.