Internal Business Process Perspective
Internal Business Process Perspective
Internal Business Process Perspective
Perspective
A.M.Vivek
A.V.Aravind
Sreejith Kumaran
Mradhu Singh
Satyajeeth Das
Introduction
• Identify the value the critical internal
processes in which the organization must
excel.
• This enables the business unit to:
– Deliver the value propositions that will attract and
retain customers in the targeted market segment.
– Satisfy shareholder expectations of excellent
financial returns.
Introduction…(Contd)
• IBP measures focus on the internal processes that will have
the greatest impact on customer satisfaction and achieving an
organization’s financial objectives.
• Companies develop their objectives and measures for this
perspective only after formulating objectives and measures
for the financial and customer perspectives.
• This sequence enables companies to focus their IBP metrics
on those processes that will deliver the objectives established
for customers and shareholders.
IBP – General Value Chain
Customer Customer
Need Design Develop Make Market Service need
Identification satisfied
Receipt of Delivery of
customer finished goods
• Existing operation process is repetitive in
nature. So it is easy to apply the scientific
management process.
• Traditional operation process are monitored
by the financial measures.
• Now in the modern world where the customer
expects quality product in a very short spam of
time, hence looking only at the financial
measure will not help the company to grow.
Post sale Service
• Companies attempting to meet their targeted customer’s
expectations for superior post sale service can measure their
performance by applying time , quality and cost metrics to
their post sale service processes.
• Cycle time – from customer request to ultimate resolution of
the problem – can measure the speed of response to failures.
• Cost metrics can evaluate the efficiency – the cost of the
resource used – for post sale service processes.
• First pass yields can measure what percentage of customer
requests are handled with a single service call rather than
requiring multiple calls to resolve the problem.
Post sale Service…(Contd)
• Another aspect of post sale service is the invoicing and
collection process.
• Companies with extensive sales on credit will likely need to
apply cost, quality and cycle time measurement to their
billings, collection and dispute resolution processes.
• Safe disposal of wastes and by-products from the production
processes for environment responsibility.
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