Mapping of the customer journey visualises the customer’s needs and experiences of the operation’s deliveries and processes. Process development ensures that processes and working methods are designed with the customer in focus, and provides understanding and data for continuous improvement work in the customer journey.

Keeping the customer at the centre and maintaining a customer-oriented approach require the operation to have an in-depth understanding and consensus regarding its customers. A customer insight analysis provides material for adapting communication and propositions to the different customer groups. That way, resources can be focused on the right target groups. ​

Mapping an operation’s processes ignores organisational structures and focuses on the flow of activities that create value for the customer. It aims to clarify and document activities, roles, connections, relations and contacts interfaces. Consensus around the processes is fundamental to a common working method, an efficient use of resources and continuous improvements.

Is the operation efficient? Are resources being used for the right things? A value flow analysis creates a clear picture of how resources in the processes are used, how and where customer value is created, and which activities need to be changed, minimised or eliminated to increase quality and efficiency.

Lean is about assuring an efficient use of resources, and continuously improving. By applying Lean principles, Prové strives to strengthen the operation’s customer focus, establish efficient, flexible flows, and build a culture and work approach characterised by continuous improvement.

Facilitation of meetings is one of Prové’s most extensively used tools, and it lays the right foundation for involving the client’s workforce. Facilitation is about planning and leading meetings in a way that engenders participation, creativity and an experience. The facilitator leads groups through the process of achieving results in line with agreed objectives, results which participants feel they can take ownership of.

Prové’s proprietary effect analysis tool is a simple method focusing on the desired results of the change. Effect analysis creates a dialogue and a shared experience for everyone involved, and the ability to focus on the desired outcome generates positive energy. The result is an effect map, a visualisation for communicating regarding effects, and what needs to be done to achieve the desired outcome.