IV. The Outcome - The "New" Role of the Chief Process Officer
C. The Role of the Chief Process Officer
1. Interestingly enough, it's not a technological change that is required, but rather
a way to manage internal and external organizational, functional, and geographic
boundaries of the corporation.
2. Companies like 3M and Honeywell, have already appointed individuals to the role of
Chief Process Officer.
a) What? Another C-level executive? Isn't this just a trade-off to
hiring more CSRs or getting another customer service database? Only
if you think that money, accountability, and governance are not important to
the success of an organization. For example, the process improvements
that we are talking about involve not only the management and monitoring of
customers, but also business partners, and suppliers.
"A picture is worth a thousand words"