There is a lot of power in Business Process Management (BPM) and process thinking. Our process flow diagrams describe ‘what is done’, and support us in designing, improving and controlling our processes. The results of processes should be of value to our customers. But how do our customers experience our processes? A very powerful technique, aimed at customer experience, is the Customer Journey. It is a must-have technique for your BPM/Lean toolkit!
- Adaptive Enterprise