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.