Process Changes

Change

Eliminate Intermediaries

Eliminate Handoffs

Let Customer Do It

Let Supplier Do It

Create Electronic Linkages

Substitute Information for Proximity

Outsource

Insource

Reduce Variability of Work

Link Supply and Demand Processes

Segregate/Eliminate/Reduce Exceptions

Replace Functions With Trust

Stop Doing Business With Ourselves

Form Strategic Alliances

Examples

Let customers self serve

Once and Done!

Use ATM's to replace tellers

Let suppliers ship based on inventory information

Let customers view accounts and shipment info.

Voice/E-Mail

Printing/mailing companies do invoices

Service bureaus eliminated

Don't accept goods that weren't ordered

Airline systems analyze traffic and booking patterns

Empower clerks to accept checks at large amounts

Eliminate checking of checkers; use remote data

Nuke the backoffice

Airlines, hotels and credit cards link up for travelers

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