Whether it’s a well-established business or a startup, the problems that cause blockages in growth are usually a result of the business scaling and growing in the absence of a defined strategy.
This is common for a business when it is growing fast. Systems are put into place to manage a growing customer base; people are hired to fulfil the need of the hour and policies and procedures are created as they go along. And while that does manage the business initially it may not prepare it for the next phase of growth.
The Business Process Audit is essentially a deep dive into the business to understand its unique challenges and complexities. It requires considerable time with the Business Owner / CEO, Department Head’s and other key stakeholders to identify key pain points and their root cause. It investigates how each department is performing and how their work product and performance impacts and supports other departments.
Keeping the customer journey as the focus at all times, the goal of this exercise is to identify processes that are either helping or hindering the delivery of a smooth and efficient Customer Experience.