BPM and Lean: Let’s go on a Customer Journey
Blog: BPTrends -BPM and Lean
Processes should provide value for customers, but, Peter Matthijssen asks, “How do our customers experience our processes?” In this Column, Peter introduces a technique, aimed at customer experience, called Customer Journey. This technique, Peter asserts, must be part of your BPM/Lean toolkit. Look inside for details.
Author information
Peter Matthijssen
Peter Matthijssen, MSc, CMC, LSS Black belt, has 15+ years of experience with Business Process Management, Architecture and Business Transformations. As a consultant, trainer, presenter, author and leader, Peter supported and inspired numerous organisations and people around the world to work smarter and cope with the change challenges they face. Currently Peter is responsible for driving innovation in BiZZdesign, in the role of Chief Technology Officer. Peter is the author of numerous books and publications on BPM, Lean management, Architecture and Business Transformations, for example ‘Thinking in processes’ [2011], ‘Working with Lean’ [2013] and ‘The Adaptive Enterprise’ [2016]. He speaks on a regular basis at international conferences on business design and change like IRM-UK and Building Business Capability.
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