Process evaluation-matrix
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The document provides instructions for completing a Process Evaluation Matrix to identify an operational process to improve. It involves selecting a competitive factor to focus on, rating key business processes based on their positive impact, ease of change, and cost effectiveness of changing the process for the selected factor, calculating a total score for each process, and identifying the highest scoring process as the most productive target for improvement. An example Process Evaluation Matrix is provided where order processing received the highest score and would be the best process to focus on improving delivery time as the competitive advantage.
Process evaluation-matrix
- 1. To complete the Process Evaluation Matrix, follow the steps below: 1. Review the Competitive Map you completed in Module 4: Analyzing your customers and competition, and select one factor that you think your business should improve (for example, delivery time, customer service quality, or defect reduction). 2. Identify key processes in your business and add them to the Process Evaluation Matrix template. 3. Rate each process in the matrix by focusing on your chosen factor and whether process change to develop this will impact your business. 4. Calculate the total for each process, and identify which operational process should be improved to develop your competitive advantage. Example In the example shown below, the order process has the highest score, and therefore would be a productive place to begin the improvement process. In comparison, the packaging process is expensive, difficult to change, and only offers a very limited potential positive impact, so would be a less effective improvement target. FACTOR CHOSEN TO IMPROVE SPEED – competitive advantage would be increased by a faster service PROCESS POSITIVE IMPACT 1-5 EASE OF CHANGE 1-5 COST EFFECTIVENESS OF CHANGE 1-5 SCORE Sum Total Warehouse organization 3 2 4 9 Delivery 5 1 3 9 Packaging 2 2 1 5 Order process 4 3 4 11 PROCESS EVALUATION MATRIX
- 2. Now that you have seen an example, you can carry out this exercise for your own business. FACTOR CHOSEN TO IMPROVE PROCESS POSITIVE IMPACT 1-5 EASE OF CHANGE 1-5 COST EFFECTIVENESS OF CHANGE 1-5 SCORE Sum Total A technically sound website 5 2 5 12 A good database 5 3 5 13 Good user interface 5 1 5 11 Trustworthy information 5 2 5 12