Research
PRO’s Research Based Knowledgebase:
30-Plus Years of Process Optimization Applied Research
PRO’s founders have created the world’s largest knowledgebase of leading process templates across all industries and functional areas. The knowledgebase allows our internal team partners to start with “the answer in sight” on every process improvement project, often reducing the analysis and design cycle by 60%.
To guarantee client ROI, PRO does not simply sell our content and tools, but rather utilizes them in customizing the solution necessary to achieve client objectives.
This also enables clients to expand their own Business Process Repositories.
Examples of PRO’s knowledgebase IP embedded in the maps include:
Industry-Specific Taxonomies
PRO’s knowledgebase contains industry-specific financial, operational, customer and administrative process taxonomies for all major industries.
Every template contains the digital BPM models supported with industry Best Practices, Benchmarks and Improvement Themes.
Tailored by Industry & Function
Our process models span a wide range of industries and functions, including but not limited to:
PROʼS “Picture on Puzzle Boxˮ Approach
PRO industry and functional templates are like the “Picture on the Puzzle Box,” allowing detailed end-to-end processes to be built in a few days and will quickly improve the customer experience and information journeys on top of that process scaffolding.
PRO uses these process templates in our interviews with client subject matter experts (SMEs). We are able to interview the SMEs and capture not only the activities in the middle of the puzzle, but also capture how the client is performing on the benchmark metrics.
This ‘interactive co-creation process’ with client respected SMEs is key to future state design and mobilizing client support for implementation.
Customer Experience Journey Map
PRO’s research consistently shows that the most innovative, best-in-class processes are built around the needs of specific customers and sales channels. Customer experience journey mapping should begin in parallel with process mapping and follow the same end-to-end sub-processes.
Prioritizing the resolution of customer pain points not only drives revenue and profit gains, but also energizes internal teams more effectively than cost-cutting alone.
Descriptive Stage Phases
Customers have different goals at each stage of their journey, aiming to accomplish specific outcomes.
Taking an end-to-end approach to journey mapping enables the design of self-reinforcing, positive experiences throughout every step.
PRO starts the ‘mapping’ process by synthesizing the myriad external and internal documents and interviews that exist in every company. We capture key findings and opportunities such as waste, complexity, and handoffs on the maps.
Types of Customers Defined
- The end consumer of an organization’s products, transactions, and services are the ultimate target.
- Front-office sales and distribution partners are often the key and sometimes only interface with customers. Capturing their thoughts and feelings is critical to contextualizing the journey.
- Internal customers gain a clear, streamlined, cross-functional view of how each department contributes optimal value—minimizing non-value-added activities, reducing delivery time, and lowering overall cost.
CJM Touch Points
Color coding of every step, from the perspective of the different customers’ experience with a visual management system (VMS), allows:
- Identifying Pain Points: Where customers experience dissatisfaction, confusion, waste, complexity, and doubt that could potentially deteriorate the relationship.
- Highlight Moments of Truth: Spotlight critical interactions where customers engage with the process (and people) to identify waste and non-value add.
- Opportunities: Pinpoint areas with the highest potential for impact—those that can be delivered, optimized, and standardized—supporting continuous improvement and the ongoing pursuit of operational excellence.
Linking Customer Touchpoints to the Underlying Process Steps
PRO’s Customer Journey Maps stand out by directly connecting critical pain points, constraints, and moments of truth to the underlying process flows, enabling faster insight and targeted improvement.
Thereby leading to simplification and standardization that drive operational excellence in time, quality, cost, and service.
