bpms 03 critical customer issues资料.pptVIP

Critical Issues Operational Definitions Business Process Management Affinity Charting Use the Affinity charting process to translate prioritize Customer Voices into Critical Customer Issues Step 1: Determine Brainstorming Question Prepare large chart paper as needed. Using large black marker, write theme/question in BLOCK LETTERS in upper left corner Step 2: Write Customer Voices Writing Customer Voices One idea per Sticky Note Complete sentences / thoughts Specific Descriptions Factual Language – not judgmental Large Characters Multi-valued Language Sticky side on top Judgmental vs. Fac