Last week, I introduced three  different views of a ‘Quote to Cash’ process.
I suggested that you can look at the ‘Quote to Cash’ process from 3 different points of view – from a cash flow perspective; from the human activities perspective; and from the customer’s perspective.
If you intend to ‘improve’ or even ‘manage’ your ‘Quote to Cash’ process, I think you must look at the process from each of these points of view.
Cash Flow perspective – A couple of weeks ago, I looked at the ‘Quote to Cash’ process from the cash flow perspective.
Human Activities perspective – Last week, I pointed out that within any process, including the ‘Quote to Cash’ process, there are activities that workers perform that make it all happen. This is where you may identify non-value added activities that can be eliminated.
This week – The Customer Perspective
Customer’s perspective – Your customers do interact with your ‘Quote to Cash’ process. At a minimum, they start the order and receive the goods or services. If it is not easy to do business with your company, you may not keep this customer.
‘Call it relationship building, call it caring about your customers, or just call it staying in business, making a great income, taking vacations, and buying new cars even in a recession.’ [from copyblogger]
If you are skeptical, see how the focus on the customer has spawned whole categories of solutions – first, Customer Relationship Management [CRM] and now Customer Expectations Management [CEM].
Some questions that you might want to think about…
Is it easy to do business with your company? What do your customer’s think of your process? What could you do to improve it?