4.5.8—Processes

Processes are the steps and systems through which a service is delivered.

Clear processes reduce variation and cost, but excessive rules can remove flexibility when cases differ.

Map the customer journey, find the bottleneck and choose where standardisation or discretion is needed.

An online return process uses a simple form for routine cases but routes damaged items to human review.

A fast process is not good if it creates errors or unfairness.