Customer requirements in linking strategy to processes - Slide 19

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By creation the degree of linkage can be known. Constant updating is required as the relationships remain constant for a period of about one year. However, the real scene is not that simple. This is because of the interrelationships among the classes of requirements. This is to say that one of the requirements can have a bearing on other such classes.

Further, another matrix can be created that displays the relationship of business processes with the customer requirements. This helps in understanding the effect a particular business process exerts on a particular customer requirement. It is unique for a given industry or to be even more specific, for a given organization. A mentionable characteristic of this matrix is the non-diagonal nature. In other words, there is not a one-to-one correspondence between a given business process and customer requirement. For instance, on-time delivery can not be attributed to the efficiency of a single business process. Manufacturing, Logistics and Information Management are the role players in this.

With the outcomes of the two matrices and some calculations, the priority order for process improvements can be had. Thus, the areas which lack focus can be worked on.