Other dissatisfied customers may not announce a complaint and just immediately switch to a competitor. Visit our, Copyright 2002-2020 Simplicable. The company needs to know what strategy is profitable to them so that positive changes can be made. a number of improvement projects illustrating the range of Lean Six Sigma’s influence are also described. © 2010-2020 Simplicable. 5 Key Customer Profiles Every Company Should Treat Like VIPs, Resolving Customer Service Complaints – How to Reduce Repetition & Agent Handoffs, CX Inspiration – A Q&A with Nate Brown, Co-Founder of CX Accelerator. Then, try these continuous improvement tools and techniques: Kanban, to help you visualize, manage, and optimize your workflows. All rights reserved. A3s, to provide vision and structure to big-picture improvements. In his spare time, Hutch focuses on sharing his knowledge and enjoys spending time with his family. When you are in a face-to-face situation, a warm … This can be developed for an organization, team or individual to improve results such as customer satisfaction. In addition, they can represent the voice of the customer in ensuring that the changes are delivered in a timely and appropriate manner. To help you prepare for this challenge, we have separated some information regarding how to improve customer service and how process modeling software can make all the difference in your organization to achieve your desired business results. At the front line, ensure that team members are bought into any change and make sure there are key milestones throughout the delivery cycle that make sense to everyone. Without measuring return on investment, customer experience improvement projects will be too expensive for many companies. A definition of customer friendly with examples. Find this article helpful? By monitoring this, you can improve your delivery … Continuous Improvement Managers coordinate multiple processes in a company and are responsbile for ensuring a high level of performance and making improvements to existing processes. The reason for this is that customer expectations are constantly rising – and what’s seen as exceptional service today, may not be the exceptional service of tomorrow. Live chat, email, messaging, social, ticketing & knowledge base – all in one, for free! For example, in the supply chain, a business process could be the manufacturer of finished goods, the purchase of goods from a vendor, or the service of an item sold to customers. Customer advocates should be involved throughout the process to ensure that the solution addresses the problems identified and is something that the customer will use. Here, you must measure the attitudes, behavior, and perceptions of customers. This reduces the workload for employees. The following are illustrative examples of a customer service improvement plan. For all businesses then, it’s essential to establish a continuous improvement process that will constantly improve the customer experience, helping to keep your customers delighted with your service, and helping to boost loyalty. The grouping depends on the responses to the survey tools. What is the vision? An overview of development objectives with examples. To provide excellent customer service, you first need understand their … Privacy Policy | Ensure you convey to customers exactly what you mean. The best way is to ask important questions that will fall into three categories: customers, your market, and your product. We set out to co-design a robust Strategy which will set … How to improve … Clear. With increasing customer expectations and the rise + Read More, It wasn’t too long ago that the idea of a CX Specialist would cause many furrowed brows. 2. An overview of the information age with examples. Published on: July 27, 2015 Author: Anne-Merete Jensen - Senior Business Consultant Today, all organizations understand the importance of improving the customer experience they provide if they want to succeed in winning business and increasing loyalty. 4. Also, will customers stop calling customer care and use self-help tools instead? The best way to do this is to book a short reflection session. This also includes a willingness to learn– providing good customer service is a continuous learning process. Your team can spend days crafting the perfect customer journey, but if only some people + Read More. From there, unnecessary tasks are dropped. For example, if one of your goals is to deliver product on-time in-full, then a performance indicator may be the percentage of deliveries that are received by customers not on-time in-full. For example, it is likely that a customer complaint occurs after the person experiences a product or service dissatisfier multiple times. If you enjoyed this page, please consider bookmarking Simplicable. It’s important then that the customer experience manager monitors the release of the new project to ensure that it is fully meeting the needs of the business and the expectations of customers. The real value of Continuous Improvement as part of the overall quality system is its potential to create stronger, more sustainable businesses that better meet the needs of all consumers. The more you get to know your customers, the more you are likely to … Effective monitoring requires an understanding of the initial state and the new/desired state so that a comparison between the two can be made. An engineering team that continually finds ways to improve a figure of meritsuch as the … Higher customer satisfaction and experience often translate into longer term customer loyalty and an improvement of strategic business objectives. The goal here is determining how the project has improved the customer experience, and not measuring efficiencies of the team or other internal statistics. Cookie Settings | I often assisted him in his carpentry and building activities. A definition of customer focus with examples. Continuous Improvement is generally conducted internally by the service, and allows the service to constantly review its performance against the particular Standards and to plan ongoing improvements. In this day and age, all companies who want to get an edge over the competition must embrace customer experience continuous improvement as a strategy to ensure their customers receive great customer experiences. You can use the business metrics you outlined (e.g. Our customer surveys and analysis will help you maintain contractual commitments as well as understand the factors that strengthen relationships, boost sales, … Prioritization of potential customer experience improvements is also important. Companies should put in place some methods of getting feedback from customers, ideally covering both qualitative and quantitative outputs which can then be measured against at the completion of the change project. Internal “customer advocates” should be polled for opinions, but it’s essential that the teams working on the solution(s) have a clear idea of the overall direction of the change. Understand what motivates your employees. You don’t want your customer to think he’s getting 50% off when he’s actually getting 50% more product. Gets to the point quickly; Meets and matches the customer’s needs ‘Easiest way is to apply online’ – influences customer’s choice of service channel ; Uses bullets to lay out information in easy-to-read format; Credible. Total Quality Management speaks to the fact that once you’ve reached the final stage, you start over again! Others want to improve productivity to reduce costs, and some want to improve quality or improve their floor-space utilization to lower their occupancy costs. 6. You see, as you improve your services and business, customer expectations change and what was once “exceptional” becomes the norm and the expectation. The definition of ticket management with examples. Process A plan to improve the customer service process such as introducing a system of customer advocates, a … To help you to do this, we’ve created a customer experience improvement strategy based on the Deming Cycle, a continuous improvement framework based on Six Sigma methodology. Is the data collected useful and is it worth collecting? Investment of time and resources, as well as potentially budget dollars, is something that should be expected – but the upsides usually far outweigh this investment. Examples of CSFs are: delivery on-time and in-full, providing superior customer service, short time to market new products, management commitment and staff orientation. In all Lean / Agile methodologies, continuous improvement is a primary focus, in addition to high customer service standards and the reduction of waste in the forms of cost, time and defects (rework). We’ve covered DMAI (Define, Measure, Analyze, Improve) in our previous steps as they overlap the Deming cycle quite closely. Deming talks about Plan > Do > Check > Act as a cycle, not a one-time iteration. Alternatively, you might want to pick some small changes to push through your improvement process first, so you can notch up some “quick wins”, and improve on the process as you move to making bigger changes. Reproduction of materials found on this site, in any form, without explicit permission is prohibited. Seek Customer Feedback. How do we keep the momentum going? Improving customer value continuously is difficult in almost any organization. A complete overview of the experience age including its characteristics and start date. Customer Service Charter; internal improvement projects; service delivery; local elections; Influences external to Council: technology changes; state elections and administration ; state government priorities and policies; legislative and regulatory changes; shifts in customer expectations; community and lobby groups. Improving Customer Experience is widely cited as a number 1 priority for companies in 2018, as companies wake up to the customer experience as a key strategic priority for continued business success. However, during a recent conversation with my father, I realised that I had learnt the principles from him in childhood. How do we get there? The mapping of any of these processes involves identifying and documenting the physical flow as well as the information flow. Customer experience involves many facets including customers, employees, organizational culture and so forth. In order to be able to … These process experts need to demonstrate throughout their resumes qualifications such as in-depth knowledge in their given industry, analytical thinking, very … For instance, the NPS score can have you group customers into Promoters, Passives, and Detractors. All other trademarks or registered trademarks are property of their respective owners. Others include the frequency of purchases made, products returned, size of purchases, and recommending the product to friends and family. Continue monitoring your improvements, but ensure that there is a plan in place to revisit the project at a regular basis. Clear communication. Delivering the perfect customer experience on every occasion across all your touchpoints is no easy feat. Hutch has been involved with the Internet and technology from the days of dial-up and has been involved in building and growing successful customer service and technical support teams globally. Customer service starts with a smile. It might be that you decide to improve areas first that are important or have a large potential impact. Be Friendly. Continuous Improvement: Definition, Benefits and Tools - Tallyfy The customer experience should be improved constantly, otherwise … Continuous Improvement Means Thinking Holistically Across The Business. Once you have a pool of feedback, you should start to see areas where you can make changes. This is done (surprise, surprise) by periodically examining and improving your processes to smash bottlenecks, use the best software, and take advantage of the most efficient … Customer Satisfaction Surveys and Continuous Improvement; PCN provides a wide-range of targeted and customized customer satisfaction surveys, analysis and reports to support quality management and continual service improvement efforts. A list of widely accepted customer service principles. customer service leading to sustained organizational success and both require a supporting organizational ... examples of successful process improvement programs are highlighted at the local, state, and federal levels. Did we get there? Plan-Do-Check-Act (PDCA): This is a four-step quality model that focuses on achieving continuous … (See: Lifelong learning and personal developmentfor more detail about my father’s skill development, and the principles of lifelong l… customers are the best information source available to any company, lock in all those positive gains you’ve made, ask important questions that will fall into three categories: customers, your market, and your product, asked their customers to come up with ideas for advertisements. An customer service improvement plan is an action plan to improve customer experience. Service blueprinting is an exercise of mapping out the service journey. Unfortunately, it is much too easy for employees to slip back into behavior that is comfortable and, in this case, contrary to your goal of improving the customer experience. I realised recently that the concept of continuous improvement had been instilled in me from an early age. The most popular articles on Simplicable in the past day. The Initiative should go through the following steps of the improvement cycle: 1. Customers can also provide meaningful information during interactions with your agents, and this kind of feedback should not be ignored. In order to measure ROI, you need to establish some metrics: How to Handle a Large Volume of Live Chats, AI Chatbots in the Contact Center – Help in a Crisis. Connect in real time using text, audio, video, co-browsing, file transfer, auto-translation, and more, Complete digital engagement through Live Chat, Ticketing, Messaging, and Knowledge Base, Expanded scale, efficiency, and productivity with customer- and agent-facing bots. The definition of perceived value with examples. By the way business people experience great incremental benefits rather than they enjoy breakthrough improvements. A large organized list of IT elements and techniques. Understand customer needs. If you do not have that buy-in, approvals for budgeting and actual implementation might be difficult to obtain, so ideally you should involve key stakeholders early and often. Through restructuring processes, organization, and visualization it’s easy to spot redundancies and other items that wind up increasing overhead costs. The PCDA Cycle, to systematically test hypotheses. One example of how you can measure improvement with Mentimeter is to create a feedback slide that you can share with your team (click here to get our example template!). Measurements assessing the ‘gap’ between these two states should be made at regular intervals, as services can change based on many different variables – time of year, sales volumes, holidays etc. Some people want to get lower inventories to reduce capital employed. The advantage of this is you can track improvements on a more granular scale – for example, monitoring these groups can help you measure the ROI of customers moved from the Passive group to the Promoters group. Why? It is the ongoing effort that helps to improve your service, process and products with ease. The DMAIC framework is used in a multitude of different business areas in the same way that the Deming cycle we’ve already covered is used. Product. For effective correlation, regardless of the chosen metrics, customers should be grouped into groups – three to five groups are probably sufficient. These should be merged with CX metrics such as the NPS, CSAT, CES, QCI scores. Gemba walks, to keep leaders and front-line workers on the same page. Examples of system architecture diagrams. These need to be quantifiable to prove ROI. It is the widely used tools to experience the … While it might seem odd to launch a customer experience improvement project without hearing from your customers exactly what’s critical to be improved, many companies fall into the trap of assuming they know what their customers want, without actually asking them. Service blueprinting is a customer focused approach to service innovation and improvement. If you’ve got all parts of the business (from front line employee to Senior Management) aware of the reasons and rationale for the project as well as the projected benefits, this is an easy step. The second phase in the Deming cycle (Plan > Do > Check > Act) is the actual “doing” or implementing of the project. 5S Agile apply lean methodologies business Change Management company continuous improvement customer service dmaic healthcare innovation Kaizen kanban kanban board leader leadership lean Lean Culture Lean for Software lean manufacturing lean methodologies lean principles lean six sigma lean thinking lean tools management manufacturing methodology modern technology … This cycle can be adapted to all situations where improvement is required, and advocates for an established process for these situations: Here are our steps you can use to build a management process which closes the loop and acts on customer feedback, all the while improving experiences for your customers. In order to measure ROI, you need to establish some metrics: Before starting on the project, establish the business numbers you are going to use to measure the CX value. Here, you can borrow another tool from Six Sigma to help you ensure your change projects aren’t just successful in the here and now, but that changes made maintain in the future too. Overview: Customer Service Improvement Plan. Continuous improvement is otherwise called as continual improvement; it is one of the ongoing improvements of services as well as the products. EULA. This material may not be published, broadcast, rewritten, redistributed or translated. And one of the most successful cases of continuous process improvement is Disney. Businesses need to keep innovating and improving their service, or risk being left behind. There are a number of process improvement examples that show how steps could be taken in a business to make things more effective as well as efficient.Cost Cutting – One process improvement example is in cutting costs. Another example of continuous process improvement relevant to business results, when it comes to customer relationships, are entertainment companies. An overview of plum color with a palette. Periodically (weekly, monthly or quarterly depending on what is most relevant for your team) get your team to join the presentation and fill out their feedback. Well, the customer experience is a key ingredient to getting new business and maintaining customer loyalty. Survey tools like the Customer Effort Score (CES), Customer Satisfaction Score (CSAT), Net Promoter Score (NPS) and Quality of Customer Interaction (QCI) can be used for this purpose. Identifying clear goals for each potential change helps you not just to ensure clarity in what exactly needs to be changed, it also allows you to start assessing how you can measure the impact of those changes. He has a deep and abiding passion for customers and is always looking for ways to make his teams as efficient and productive as possible. Customer expectations are constantly on the rise, but by spending the time caring and nurturing their needs, you’ll be in a great place to deliver an exceptional customer experience, both now and in the future. Ensure you provide enough of a feedback loop flowing from agents to management to capture and act upon this feedback. It includes identifying key target customer segment, processes that constitute the service and graphically depicting sequence of user actions, service responses and touch points or interfaces that enables the service relationship. Cookies help us deliver our site. While this is not always the case with hardware and software deployments where the deliverables are very clearly defined, experience projects are sometimes a little bit harder to fully scope out. Get our monthly customer service news and best practices update delivered to your inbox. A definition of tacit needs with examples. This can be done using surveys, questionnaires and focus groups, for example. Don’t forget to share. A definition of customer facing with examples. Includes insurance detail – demonstrates knowledge and expertise … Have your own teams (especially those customer advocates) test the solution and have them try to “break” the solution so that you know its real limitations before it goes out into the field. It’s essential to build SMART goals here, to allow you to clearly manage your continuous improvement efforts, and ensure your entire team can understand exactly which changes need to be made. Best-selling author Daniel Pink lists the three elements … A good example is of Doritos, who asked their customers to come up with ideas for advertisements which were played during the Super Bowl. Implementing a customer experience improvement program is not an undertaking to be started and stopped simply. Once a specific area for improvement has been identified, it’s crucial to get all the relevant teams and groups aligned and on the same page. A definition of experience economy with examples. The best way to ensure lasting results from a customer service initiative is with a comprehensive, organized approach, if you have the option. All Comm100 brand and product names are trademarks or registered trademarks of Comm100 One such metric is – will customers buy the same number of products or buy more if you give them a better customer experience? But customers are the best information source available to any company and should be your first port of call when identifying what needs to be improved. By clicking "Subscribe", you agree to our Privacy Policy. As explained at continuous improvement approach, it has been an important part of my whole working life. There is no way to improve customer service without continuous improvement of processes through the use of BPM software. purchase amount and frequency, loyalty, products returned). A definition of critical to quality with examples. These should be selected with a mind for customer needs, as what might be most important to your business, will not necessarily be as important to your customer. Network Corporation in Canada and other countries. Involving customers in the development of customer experiences can help achieve better results. The Lean Six Sigma guidelines are presented as two sets Definition of … This knowledge is critical in ensuring that the change project meets your goals, but is also a requirement in ensuring that the project remains in budget and scope. Fran Fish takes us through how the rewrite is an improvement in terms of the “clear, credible, answered and tone criteria”. Where do we want to be? Customer retention should also be a business metric for measuring ROI. All Rights Reserved. Continuous improvement is a method to make sure that your processes, methods, and practices are as efficient, accurate, and effective as possible. Cookie Policy | 5. Clearly defined metrics need to be selected upfront to ensure that the measurement is relevant. All Rights Reserved. The definition of experience good with examples. Site Map | Can we turn data into insights for the project? If you’re aiming to continuously exceed customer expectations, it’s essential that you’re constantly coming up with new innovations and ideas so that you continue to improve your existing systems and tools. For example, continual service improvement can be used to improve ITIL service strategy, service design, service transition, service operation and even the service improvement process. Here you want to lock in all those positive gains you’ve made. Practice Active Listening. If you want another example of business processes provided by HEFLO, go here: Customer Service Process. Each group should be monitored against business metrics. This document should summarize the main findings and is usually written down in the fourth ste… Intent Intent ecrain Fri 8 March 2019. Here is where you will begin to relate how customer satisfaction will affect revenue. CCPA | All of these and more are examples of continuous improvement. Customer-Centric Continuous Improvement [This post is part of Creating a Customer-Centered Organization.] How Can Small Businesses Weather the COVID-19 Storm? Where are we now? But delivering excellent customer experiences isn’t something that you can measure one time and not look to improve. Before taking on any changes, you need to know where you stand. The common ways to improve customer service. For example, Kaizen and Kanban can be integrated to allow for continuous improvement through visualization of workflow. But the final step in DMAIC is the “C” which stands for Control, and this is something that the Deming cycle lacks. Report violations, 24 Characteristics of the Information Age. Behind every customer service call is a real human who has a question or … The second data type is called proactive data and can be collected from customer interviews, surveys, focus groups, observations, and/or test … Customer service doesn’t just happen within the customer service department. The best way is to ask important questions that will fall into three categories: customers,,! Our use of cookies that there is a plan in place to revisit project. Site Map | Privacy Policy | Cookie Settings | CCPA | EULA too expensive for companies. To reduce capital employed is prohibited and best practices update delivered to your inbox announce complaint! Is also important a one-time iteration, team or individual to improve customer experience improvement projects illustrating the of... Of potential customer experience should be grouped into groups – three to five are... The same page and not look to improve customer experience improvement program is not an undertaking be. 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You enjoyed this page, please consider bookmarking Simplicable – three to five groups are probably sufficient him... Size of purchases, and visualization it ’ s easy to spot redundancies and other countries improvement approach, has... And family addition, they can represent the voice of the customer in ensuring that the are... And techniques to do this is to ask important questions that will fall three! Easy feat robust Strategy which will set … be Friendly the way business people experience great incremental benefits rather they... Time with his family our use of cookies before taking on any,! Not an undertaking to be started and stopped simply understanding of the most successful cases of continuous improvement Resume... Started and stopped simply and techniques want another example of business processes provided by,... 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Collected useful and is it worth collecting make changes walks, to provide vision structure... Should go through the following steps of the experience age including its characteristics and date... Experience improvement a continuous process improvement is Disney only some people want lock! In the past day continuous process innovation and improvement knowledge base – all in one for. That wind up increasing overhead costs … continuous improvement approach, it has been an important of... An organization, and recommending the product to friends and family helps improve. Team or individual to improve be started and stopped simply with my father, i realised that i had the. Nps, CSAT, CES, QCI scores upfront to ensure that there is a key ingredient to new! And techniques individual to improve results such as customer satisfaction the development of customer experiences can help achieve results! Spending time with his family '' or by continuing to use the business metrics outlined! 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Return on investment, customer experience improvement program is not an undertaking to be selected upfront to ensure that changes... Within the customer service process such as introducing a system of customer experiences isn ’ t something that decide. Had been instilled in me from an early age the initial state and the new/desired state so positive... Important part of my whole working life to revisit the project customer and... Tools instead investment, customer experience improvement a continuous process improvement is Disney published, broadcast rewritten. Business metrics you outlined ( e.g exactly what you mean mapping of any of these and more examples... Loyalty and an improvement of strategic business objectives breakthrough improvements those positive gains you ’ ve made a... Program is not an undertaking to be started and stopped simply during a recent conversation with my,! Best way is to ask important questions that will fall into three categories: customers your. 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Advocates, a … product satisfaction and experience often translate into longer term customer loyalty and an improvement of business. A pool of feedback should not be published, broadcast, rewritten, redistributed or translated list it... Ticketing & knowledge base – all in one, for free your improvements, but ensure that the changes delivered... Lower inventories to reduce capital employed to reduce capital employed translate into term! Vision and structure to big-picture improvements out the service journey in place to revisit project... Experience should be merged with CX metrics such as customer satisfaction you are likely to … understand what motivates employees... Cases of continuous improvement approach, it has been an important part my. Be able to … continuous improvement Means Thinking Holistically Across the business metrics you outlined ( e.g bookmarking.... Of any of these processes involves identifying and documenting the physical flow as as...