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Business Process Mastery Newsletter
from the Ben Graham Corporation
2009 June

Feature

Customer Focus in Process Improvement

A process is a series of steps completed to achieve a particular result. It is hard to imagine a process improvement effort that doesn’t look first to that result with a question like “What is the purpose of this process?”… whether the customer is actually engaged or not. Sometimes we have a good sense that our product or service is good. Sometimes we choose to “get our own house in order” before we step outside the organization. Sometimes we base the result on a prescription provided by the customer. Sometimes, our focus may be misdirected to how we do the work without considering why it is done in the first place...particularly where slick new technologies are involved. In any case, without actually engaging the customer, we can’t really know how well the process is working to provide the customer with what the customer needs or wants.

The following three cases show very different ways that customers influenced process design.

Read the paper...

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800.628.9558
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Business Process Improvement Workshops 

Two more workshops are scheduled for 2009.  The dates are August 17-19 and October 21-23.  They will be conducted at the Engineers Club in Dayton, OH. 
Delegates consistently rate our workshop as one of the best and most useful they have attended.  The workshops are hands-on and delegates leave with skills that enable them to begin documenting and improving processes immediately!

We also offer in-house education workshops that you can customize to meet your specific requirements - (Management Overview, Project Facilitator Education, Data Collection, Using the Software, Analysis, Calculating Benefits and Costs, Preparing and Presenting Recommendation Proposals...all geared toward improving productivity and performance.)

If you have 3 or more people you would like trained, you may opt to send them to our facility in Dayton, OH.  The price for this is the same as the price for attending a public workshop.  Once a date is scheduled, we will promote the workshop publicly.

Call 800-628-9558.

US Workshop schedule   ...Overview


Process Mapping Software

Updates are available for both the Starter and Professional Editions of Graham Process Mapping Software. 

http://www.processchart.com/update7.htm

Also, a new Process Data Sheet report is added to the Professional Edition.  This report shows the Process Description (as entered on the Process Summary screen) and lists all the people, locations and items in the process and how many steps are associated with each.

 Registered Starter Edition users may upgrade to the Professional Edition for just $199.00 (through July 15).  That’s a savings of $197.00

http://www.shop.processchart.com/category.sc?categoryId=4

If you have suggestions for improvement or new features, please let us know.

Thanks,

I wish you the best with your process work.

Ben B. Graham
ben.graham@worksimp.com

If you know anyone who may be interested in our material, please pass this email along.  Thanks.

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