Organizations and their customers depend on each other and must meet certain goals for the relationship to be successful. That relationship is summarized as a “Value Proposition” between a company and its customers.
Definition of the “Value Proposition”:
* Businesses have a right to produce products and offer services that yield the highest possible profits!
* Customers have a right to expect to purchase the highest quality products and receive the highest quality services at the lowest possible cost!
All activity in any organization happens as part of a process and the collection of all activity or processes comprises the organizational system. Using the “Value Proposition” as a goal, any organization can identify the need for process improvement. These improvements need to achieve a strategic alignment between what a business delivers (Voice of the Process) and what a customer requires (Voice of the Customer). interaction actually includes four entities:
- Owners
- Customers
- Employees
- The Community