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| process maturity level MSI utilizes a 5 step process maturity metric to quickly assess the state of business processes. The steps are: adhocracy - ad hoc or even chaotic; individuals invent the work as they go along; the system has no memory informal - beginnings of a single process "survival of the fittest"; intuitive; process is dependent upon individuals who continue to repeat a successful pattern. demonstrated - process documentation; independent of individuals; replicable managed - measures are developed to keep on track; corrective action system implemented; process has been replicated. breakthrough - in a state of continuous innovation; results utilized to adjust process; transcends traditional "demarks"; benchmarked as a leading method |
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| account management and retention |
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| customer needs analysis |
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Process management is a method to systematically manage day-to-day operations and is concerned with two items: results, and the process(es) used to achieve results. MSI utilizes a just-in-time approach to training and implementation providing individual support to management teams to document and streamline processes. An integral part of the offering is a process audit used to monitor progress and create events for driving process management through the organization.
- productivity and efficiency solutions are quickly identified
- customer requirements are assessed and documented
- customers are segmented by several dimensions
- performance and process measurements are defined
- staffing requirements and staffing plans are developed
- facilitates the integration of technology, people, and processes
- migration from "back-office" to "front-office" to "premier e-touch" operation
