Posted by Kirsten Gibbs
Last updated 8th January 2021
reading time
The first step in defining a business process is to work out where you want to be at the end of it. More precisely, where do you want the person you are serving to be at the end of it.
This involves stepping up a level or two from your usual narrative – from the minutiae of how it gets done to what it is you are really trying to achieve. This helps you identify ‘what’ has to happen, which in turn can open you up to different ‘hows’ for making it happen.
Write down (or better still get someone else to write down) the process you want to think about as a narrative. Then ask yourself these questions:
Now you’ve found the point of your process. It’s probably much bigger than you thought.
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