Give me your tired, your poor, your huddled processes . . . .

Customer satisfaction today is a hot topic.

Build, maintain and augment customer satisfaction and you will be able to protect your staff, your infrastructure and hopefully have some money left for your shareholders.

We know that all customer satisfaction derives from processes.  The reason is customers today only want to pay for value added.  Since processes are the principal means of adding value through the transformation of inputs to outputs, we can say that if you “take care of your processes they will take care of you”.

So, how do we go about taking care of processes?

Two approaches are detailed here:

  1. Stare at paper process maps. Maybe, if you don’t fall asleep, you will have a brilliant idea that transforms your processes and your entire business. Then again, maybe you won’t.
  2. Put your processes in-line such that they can guide the processing of instances. Make things such that routine data relating to the performance of steps along process instances is captured and analyzed. Use the results of your data mining to improve your processes.

Clearly, the second option sounds the more promising and more likely to yield improved outcomes.

OK, tell us how to put processes “in-line”.

Starting with a digital process map, current technology options include software that can “read” digital process maps, carve these up into individual steps and post the steps to the attention of staff who are available and have the skill sets to perform these steps.

The software will complete the cycle by automatically posting all recorded data to a data warehouse where  you can use any number of data mining approaches to discover ways and means of improving your processes.

Want to learn more?

Contact Civerex Systems at 1 450 458 5601 or e-mail at .


Management consultant and process control engineer (MSc EE) with a focus on bridging the gap between operations and strategy in the areas of critical infrastructure protection, connect-the-dots law enforcement investigations, healthcare services delivery, job shop manufacturing and b2b/b2c/b2d transactions. (C) 2010-2018 Karl Walter Keirstead, P. Eng. All rights reserved. The opinions expressed here are those of the author, and are not connected with Jay-Kell Technologies Inc, Civerex Systems Inc. (Canada), Civerex Systems Inc. (USA) or CvX Productions.
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