Customer-led process development
Processes are crucial to the customer experience
The organisation’s processes are crucial to the customer’s experience on their customer journey. Successful process development is based on the understanding that the customer’s perspective and the own organisation form a whole, a system where everything works together. Understanding the customer’s perspective is about the experience and the interaction in different situations throughout the customer journey. The operation’s perspective is about developing efficient, high-quality processes that increase customer satisfaction, meet needs and generate profitability.
Customer-led process development creates understanding of the big picture and the working methods’ impact on the customer experience. Prové has long experience of developing processes and establishing working methods for continuous improvements in both the public and private sector.
Customer-led development of the sales process
This company in the automotive industry wanted to create a more customer-led work process for sales, and introduce a new sales support system.Read more
Global process development in the automotive industry
The company was introducing a new PLM system globally within the organisation. Prové’s team of consultants were part of the programme management and were responsible for process development.Read more
Logistics and transport
Process-based improvement work in a transport company
The company had initiated a process to increase customer focus, develop cooperation with business partners and be an attractive employer. Prové’s brief was to help evolve the processes, establish continuity and keep the focus on development.Read more
Process orientation and streamlining in the IT operation
Several departments in the IT operation, which jointly serve an important purpose before, during and after IT projects, were having problems with long lead times, lower customer satisfaction and an increasingly pressured work situation.Read more
Models and methods
The model and method are adapted to the client’s situation
Prové uses standard and proprietary models and methods to bring about change. Many of them are used across areas of expertise. We have the skill and ability to assess the client’s needs, and take responsibility for creating the best combination for each project, ensuring that genuine change and desired effects occur.
Models and methods
Customer journey mapping
Mapping of the customer journey visualises the customer’s needs and experiences of the operation’s deliveries and processes. Process...
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.
Customer insight analysis
Keeping the customer at the centre and maintaining a customer-oriented approach require the operation to have an in-depth...
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...
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.
Value flow analysis
Is the operation efficient? Are resources being used for the right things? A value flow analysis creates a...
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...
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...
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...
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.
Do you want to know more about customer-led process development? Please contact Jörgen Hörnell:
WHAT WE CAN DO
Expertise in leading individuals and organisations through change is crucial to achieving the desired effects of business development.Read more
WHAT WE CAN DO
Thinking innovatively around business models, and strategic decisions that bring continuous development and long-term profitability.Read more
WHAT WE CAN DO
With Prové’s model for operational management, our point of departure is always the helicopter perspective.Read more