I had to shake my head.
They were rolling out yet another process to make their company better. It would allow them to track quotes, track their hit rates, measure how fast quotes flowed through the system, and ensure that all information was received before a quote was started. On the surface that all sounds good, so where did things go wrong?
They built their system around making their jobs easier and faster, but forgot to look at the most critical factor – did it make it easier for the customer to work with us?
Everything you do in business needs to improve your customer’s experience. Most business process projects have the potential to do this. Many have it as a stated goal. But most companies create their process in a vacuum, often by people with no customer interaction, and the often don’t even bother to ask their salesmen how it impacts their customers.
Then they wonder why their process pisses off their customers.