After an incredible customer journey with Zespri this year I was reflecting on what has made the process so enjoyable and successful. Here are my key takeaways.

Spend Time in the Detail
· Metrics at too high a level are often meaningless. Make sure you're diving deep enough
· Get your business process definitions down to where the users are transacting
· And if the subject matter experts still have their arms crossed, you haven't arrived yet
Look for Internal not External Benchmarks First
· Look for pockets of internal excellence and build upon these
· Internal champions are your most effective enablers
· External so called 'best practices' benchmarks often miss the mark
Shape your Engagement Method to Your Audience
· Delivering lots of metric dashboards quickly is not in itself a measure of success
· Take the time your audience needs to absorb, get comfortable and get proactive with process improvement
· Lose the rigidity of any preconceived methodology ; i.e. make it adaptive rather than prescriptive
Behavioural Metrics Trump Flashy Dashboards
· Spend time thinking about how your metrics will impact the recipients' behaviour
· Publish agreed metrics, then adapt based on feedback and observed behaviour
· Regularly measure and report back the business impact and value
And Finally..
Your Process Improvement Team Deserves the World’s Best Process Intelligence Software
· Processes are complex and interdependent : they should be evaluated from an end to end perspective
· Processes don't respect system boundaries and neither should your Process Intelligence software
· Celonis has proven to be outstanding in enabling quantifiable, and enduring, business process improvement
Comments