Why define the processes that affect the customer experience?
Companies should define the processes that affect the customer experience because a good experience that depends on who happens to serve the customer...
Business Process (6)
DMAIC and Other Six Sigma Tools to Drive Continuous Improvement
DMAIC is a five-phase method for improving an existing process, and it belongs to the Six Sigma family of tools. Its phases are Define, Measure,...
Functions vs. processes: why do businesses fail?
ICX Consulting, a commercial strategy and customer experience consulting firm, sees the same pattern in companies that stall. They are organized only...
How Value Stream Mapping drives customer experience
ICX Consulting, a commercial strategy and customer experience consulting firm, uses Value Stream Mapping to show leaders how work actually reaches...
SIPOC: How to improve processes in a few steps?
ICX Consulting, a commercial strategy and customer experience consultancy, uses SIPOC as the fastest way to improve processes in a few steps. A SIPOC...
DMAIC Methodology: Define Stage
The Define stage of DMAIC is where an improvement project is won or lost. In it the team turns the voice of the customer into measurable...
How to Define the Best Business Indicators (KPIs)
The best business indicators are the few key performance indicators (KPIs) that tie a process directly to a strategic objective, are measured with...
Use Case: Apply DMAIC in the Finance Industry
DMAIC lets a bank redesign a slow process in five disciplined stages, define, measure, analyze, improve and control. In the personal loan case below,...
7 Reasons to Use SIPOC to Create Your Customer Journey Map
A SIPOC diagram (Suppliers, Inputs, Process, Outputs, Customers) is a one-page, high-level map of a process. Using it to create a Customer Journey...
What is a Business Process?
ICX Consulting, a commercial strategy and customer experience consulting firm, defines a business process as a set of interrelated activities,...
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