ABSTRACT
The analysis of a business process should be a systematic endeavor. It should recognize that business processes have unique problems that are inherent in their structures. Their analysis must be focused on the problem and its root causes. In particular, the analysis should begin with understanding customers and determining how customers define value. There are problems that are common across business processes due to their inherent structure; knowing what to look for is helpful. Business process customers define value in unique ways that are subjective and multi-dimensional; any good analysis should start with identifying customers and determining how they define value. Value should be evaluated with respect to each dimension of performance, which describe the specific ways in which customers will be satisfied or dissatisfied with process performance. Performance dimensions need to be determined by customers rather than by service providers. Customer performance dimensions can be determined using the critical incident technique, which is best implemented using one-on-one in-depth interviews.
