What is a Process?

Processes are what drive your business. They are the key in determining how your business responds to your customers, reacts to your competition and makes the most important decisions affecting your business. But what exactly is a Process? Michael Hammer defined a process as "a set of activities that, taken together, produce a result of value to a customer." A process begins with an 'input' such as a customer request or a competitor action in the marketplace, is transformed by the performance of a set of tasks, and ends with an 'output' to the customer, supplier, or regulator. Effective processes are well understood by participants, efficient, measurable and deliver value to its stakeholders.

Why is Process Excellence important?

Sales and financial performance are like rearview mirrors that show you where you have been. Process excellence is like the headlights that show where you are headed. In companies with poor sales and/or financial performance, quite often ineffective processes are the root cause of failures. Ask yourself...

  • Am I planning to introduce new products, services or geographies?
  • Am I looking at integrating a recent acquisition into my operation?
  • Does my customer service need improving?
  • Do I have problems with quality in any aspect of my business?
  • Do I need to incorporate regulatory requirements into my processes?
  • Is a systems overhaul part of my agenda?
  • Is my cost structure competitive?
  • Are my employees working efficiently?

Our approach to process improvement is rooted in the fact that it is a management philosophy ... one that is strategically centered, management driven, customer focused, and employee supported.

The vitality of an organization begins with an inspiring and rallying vision which depicts what the organization will look like in the future, a mission which states how the organization will move toward this vision in a specified period of time, and principles which serve as a solid foundation for the direction and growth of your organization. Creating an environment that is structured around the needs and expectations of your customers, making decisions based upon fact, not opinion, and using simple tools to gather and analyze information will allow all of your employees to meet and exceed your customers' expectations.

Management directs the teams to focus upon those critical or core processes that will produce desired and necessary results. This approach not only generates incredible gains to the organization in terms of higher quality, greater productivity, and greater customer satisfaction, it also improves employee morale and loyalty. In many instances this is the first time that the team members have had a say in determining what and how they do their jobs. In addition to our core Process Excellence service, we have developed specialized capabilities in the following functional areas:

  1. Finance Excellence: Are your financial processes providing you with the information you need when you need it to optimally manage your business? Are your finance and administrative functions too costly? We can work with you to identify opportunities to improve finance and administrative processes in order to lower your cost and/or produce higher value.
  2. Information Technology: Do you have disparate systems across multiple business entities? Do you have clear priorities defined that drive your IT investment decisions? We understand the significant benefits of aligning IT with business strategy. Our proven methodology includes assessing your current practices and helping develop a governance framework that will meet your company's specific needs.
  3. Customer Strategy and Marketing: Are your marketing efforts generating the highest Return on Investment? We can partner with you on your market strategy to identify the best opportunities for profitable growth. We can also work with you on operations to identify process improvement opportunities across your marketing and sales platform.

If you’re looking for dramatic operational gains, contact us today.

  • Thank you very much for guiding us through this. We are absolutely better off because of it. Biggest take away; What is our biggest leverage point/points and focus on effective change.

    Your right, it’s not just about business decisions.


    Michael Krause
    President, CEO
    Wurth USA
  • "...Karen is passionate about helping organizations improve their results and achieve higher levels of performance.  She excels at working collaboratively across a broad range of issues – strategy, people and process.  Gould Consulting Group would be an asset to any organization that wants to initiate positive organizational change."

    Kevin Crull,
    President, Residential Services
    Bell Canada

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