Optimising business processes
from a customer-focused perspective 

Successful optimisation of HR and business processes is based on awareness of and transparency about the conditions relating to internal interfaces. Highlighting the internal processes is essential for the detailed analysis and optimisation of these processes from a customer-focused perspective.

A key aspect in the field of business process optimisation is a change in focus from a structure-based organisation to a process-driven organisation. In the context of this change, both managers and employees primarily focus on processes instead of just the organisational structure. The transparency that this provides is used for the purpose of optimising processes from a customer-focused perspective. Managing responsibilities in a targeted way whilst increasing autonomy within departments at the same time are factors that ensure success.


In the field of HR management, it is also vital to ensure that employees have a great experience as HR customers. Systematic analysis of HR processes and structures clarifies which HR requirements are most important to your future success. This information allows you to focus on the services that add the most value. With customer-oriented services you will help your organisation to stand out from the competition in terms of attracting top executives and you will establish internal positioning that emphasises the contribution of value to the company’s success.

Optimised processes and structures need to be put into practice in order to ensure lasting success. It is essential to involve your employees in the analysis and change processes and to create understanding and acceptance. 



Strategy Workshops for Process Optimization

Below you will find an example of how our workshops for process optimization are structured. The scope and content of the workshops are individually designed to address your specific challenges.



Process Management – Orientation in Change and  Digitalization (Workshop, 0.5 days)

  • Process-related challenges in digitalization and/or change projects
  • Participant survey on the current state of company processes (desired vs. actual)
  • Discussion of the results and initial recommendations for specific requirements



Development of the Process Map (Workshop, 1 day)

  • Identification and naming of processes
  • Company-specific process map
  • Prioritization of processes for further development



Documentation of the Current Processes (Workshop, 1-2 days per process)

  • Process analysis using Turtle Diagram for process capture
  • Creation of flowcharts (activities, critical events, responsibilities, interfaces)



Development of the Target Processes (Workshop, 1 day per process)

  • Development of target processes with a focus on value creation potential
  • Action plan for operational adjustments
  • Recommendations for developing team, communication, and management skills
  • Communication measures



Process Fine-Tuning (Workshop, 1 day total > reviewing all processes retrospectively)

  • Checking the critical success factors for implementation in operational practice
  • Discussion and resolution of possible weaknesses


Your Benefits

  • Work more agilely, quickly, and cost-effectively
  • Create transparency and make the need for optimization visible
  • Ensure a high level of knowledge transfer within the company
  • Achieve acceptance and understanding of process changes among employees
  • Foster a mindset of greater efficiency within workflows
  • Systematically achieve goals within corporate management
  • Empower your leaders in the process and thereby retain your best employees
  • Conserve resources through more efficient execution of repetitive tasks




What is the employee experience?

The term “employee experience” reminds us of the term ”customer experience”. The latter is all about optimising the customer’s experience with the company throughout the entire customer lifecycle. This always keeps the customer’s perspective in mind.

Applying this approach to a company and its employees creates the employee experience. In terms of HR requirements, this means optimising all experiences with the company from the perspective of the employee: 

  • Before employment (job search, interviews, contract negotiations)
  • During employment (working relationship)
  • After employment (severance, contact, re-hiring) 

As many positive experiences as possible should contribute to employee motivation and loyalty. The functional and process orientation of the HR department is supplemented additional opinions of the employees as part of the employee experience.

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