Group, important to the concepts we are studying this week is processes and process types. One particular business process is called value-added. It's a focus on literally adding value to the customer in every action that's taken. It's amazing how many processes and actions that take place within the average organization that do NOT add value to the customer. In many management and even accounting courses I teach we talk about value-added activities and non-value-added activities. Much of what we do doesn't add direct value to the customer. For example - purchasing - doesn't add value. The customer can't see, touch, or use the purchasing process of our company. :) We couldn't make their product without it, but it doesn't add direct value the customer can see. The production team, however, adds direct value in assembling the product in an efficient and high quality manner. You get the point.

 

Group, can you identify an action where you work that you don't feel adds direct value to your customer?