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Lessons from the Zespri Journey

henryfernandez8

Updated: Nov 24, 2024

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


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