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Manage cross functional processes

From the silo culture to the workflow culture

Developing a viewpoint within the organisation that cuts across processes.

Establishing dialogue between departments to provide better customer service.

To meet customer demand, it is necessary to encourage all members of the organisation to develop a clear and cross-functional perspective of processes which commits each department and manager in a customer-supplier relationship within the organisation to a common vision: the customer's.

Quality of service to the end customer (quality and responsiveness) depends on leadtime, process capacity  and the reliability of the process at all stages with each player positioned in a visible, cross-functional chain with suppliers and customers to be satisfied.


Value stream management helps to visualise and define how to handle a process in a crossfunctional way:customer services process indicators, reviews and management mechanisms will be set up and a coordinating role ("process owner") will be defined for each process.


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