The process performance of an organization determines the satisfaction/loyalty of customers and the cost of organizational resources, and ultimately affects the survival and development of the organization. Therefore, process performance is the direct embodiment of organizational competitiveness.

Among the key processes of the whole organization, some processes are the key to the success of the organization, some are necessary, and some have nothing to do with customer requirements. Among them, the essential process that determines the success of an organization is the core process, which is an essential key process for both customers and organizations. The competition between organizations is largely the competition between their core processes. Identifying and continuously improving core processes can greatly improve the return rate of an organization.

1, characteristics of the core process

(1) strategic importance.

The core process has a key influence on the operation of the organization and plays a decisive role in the success of the organization.

(2) It is very important to customers.

The core process will directly affect the customer's evaluation of the quality of products/services provided by the organization, so it is a very important process for customers.

(3) Inter-departmental.

The core process often involves multiple departments and is more complicated.

2. Identification of core processes

(1) When identifying core processes, we must aim at "maximizing customer satisfaction". The following figure shows the core process of a general manufacturing enterprise determined from the customer's point of view.

(2) Description of the company's core process identification chart.

The core processes of general manufacturing enterprises can be divided into five blocks, all of which are directly related to "customer satisfaction".

① Customer ordering process:

Customer ordering process is the process of grasping customers' requirements for products or services, including sub-processes, such as confirmation of ordering terms, contract management, customer support and coordination, etc. Only by fully understanding the requirements of customers and establishing a good relationship with customers can we provide satisfactory products or services. Therefore, the customer ordering process is a step related to customer satisfaction.

② Product development process:

The process of product development is the process of planning, designing and trying out customers' products or services according to the contract, through which customers can obtain additional value. Sub-processes include design planning, product design, product trial production, trial flow and design finalization.

(3) the process of product manufacturing and service provision.

Only through product manufacturing can customer demand become a reality, which is a process of generating added value. The level of manufacturing process capability directly affects customer satisfaction. The sub-processes of this process include production line design, process capability improvement, quality assurance and so on.

(4) transportation process:

The delivery process is the process from product warehousing to delivery to customers, including "delivery schedule management", "delivery management" and "cashier invoicing". It is one of the key links to realize customer demand.

⑤ Customer service process:

Customer service process includes "pre-sale, in-sale and after-sale" services, which is an important link to maintain customer satisfaction.

(3) Identification of core processes of service companies

(4) core process analysis

① From the core processes of manufacturing and service industries, we can find that the core processes are directly related to "customer satisfaction". Several factors affecting "customer satisfaction" are: quality, price, delivery date, function, brand image and customer relationship, all of which are indispensable.

② We can't simply connect the core processes with the departments. For example, we can simply understand the product manufacturing process as the internal process of the manufacturing department, because many core processes span multiple departments.

Zhang Chi Consulting Group believes that Six Sigma still has room for improvement if there is a shadow of the process.

In manufacturing, people always focus on optimizing product quality; In the service industry, people pay attention to customer relationship. The application of Six Sigma to enterprises can be summarized as follows: (reducing costs, improving productivity, increasing market share, retaining customers, shortening cycle time, reducing defects, changing corporate culture, improving products/services, and enhancing the comprehensive competitiveness of enterprises. )

Zhang Chi Consulting Company provides six open classes/online training and project consultation. (Six Sigma, Lean Six Sigma, design for six sigma)