Purpose of this Tool

A ‘customer’ within the context of process improvement towards automation, can be described as:

  • The end user or commercial customer (i.e. client)
  • Someone who participates in a process (i.e. also known as a process actor or role players)

The reason for interviewing your customers or the people involved with the process is to:

  • Find out their expectations, frustrations, observations or suggestions on how they see the effectiveness and efficiency of the process from their perspective.
  • Clarify or validate any questions or information as needed.

When Would this Tool be Used?

Once you’ve completed your As-is process chart, then proceed with interviewing your clients.

Process Improvement 04: Customer Interviews and Benchmarking


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