Consistently delighting customers and providing exceptional handling of issues and errors using the R.A.P.I.D. methodology are two ways to create customer W.O.W. (What’s Needed – On Time – With Value). But just figuring out how it’s done is of little value if you cannot consistently deliver. Process maps, which are an integral part of the Six Sigma methodology, enable this consistency.
Process maps identify inputs and outputs of the process. Targeting specific inputs where best practices can be applied will help assure actions that create customer W.O.W. (delighters) are integrated into the process. Customer feedback on past performance as well as trends related to customer issues can also be linked back to specific steps in the process map where the process can be modified to prevent problemsor add delighters.
Once finalized, a process map serves as a learning tool to help train all stakeholders on the consistent approach that has been developed. The process map provides a broad view of how specific actions, consistently applied, help create the type of overall experience needed to achieve Customer W.O.W. And, if needed, the map can also serve as a basis for creating a Standard Operating Procedure or Job Aid that provides steps that will facilitate this consistent approach.
Finding your way to the W.O.W. Side is not an easy task. But once there, helping others consistently find the way is much easier if you build them a map.