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Ia I nputs Xa Xb Xc Xi Ya Yb Yi I nput P rocess O utput operational  P rocesses O utputs Process dashboards The First-Time Right (FTR)  On time Delivery Cost Defects End results in Line with Expectations  Scorecards ,[object Object],[object Object],[object Object],Good process decisions require comprehensive process data (leading indicators) (lagging indicators) Based on: Using the client experience to drive your process improvements, It is all about the Voice Of the Customer, Dennis de Weerdt, Senior Vice President @ ABN AMRO, Transaction Banking Global Client Service, 2007 V oice -O f- the- C ustomer Ib Ic

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Good process decisions require comprehensive process data

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