Often firms are acutely aware of the need to reduce the cost of processing internal transactions, yet, they fail to take action. Usually this is because they just don’t know what action to take.
Even knowing which processes most need improvement, they feel ill-equipped to move forward. This is not surprising, because for most firms, business process improvement is not part of their core function. Rather, they are focused on meeting clients’ needs, producing the latest widget, or promoting the latest product, as they should be.
So the question for most firms is “how can we optimize the costs and the service levels associated with processing various internal transactions (also called back-office transactions), while still maintaining our core focus?”