End to end process integrity

Companies with effective end-to-end processes have quicker lead times, lower costs and a better customer experience than competitors. In practice, silo organisational thinking and lack of focus on end to end service delivery often result in processes that 'break' at interfaces across the functional organisations, resulting in poor customer experience and higher costs.

Our experience is that many operations under-invest in the key success factors for good end to end process operations. For example a lack effective interfaces and integrating mechanisms, 'beggar my neighbour' behaviours rather than cross functional 'team' behaviours, and reward systems focused on functional rather end to end KPIs.