Walk A Process From Customer Backward
Make process discovery start with customer output and move upstream to inputs.
The moment A hospital admin team wants to improve discharge paperwork. Nurses ask for fewer screens, Billing asks for more fields, and patients just want instructions before transport arrives. A process decision made too early can optimize the wrong thing. Decision walk COPIS customer-backward discovery Start with the customer and output, then move upstream through process, inputs, and suppliers so internal convenience does not outrank the result the process exists to deliver. Shortcut Start with the loudest complaint A scoped improvement with evidence and ownership COPIS customer-backward discovery works because process choices compound. A first choice frames the unit of…
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