Bottlenecks: points where tasks accumulate and the process flow is slowed. These should be analyzed and the problem solved. Read more about bottlenecks.
Points of contact with the customer: should always be fully satisfying experiences. Monitor them, as these are the times when the customer “judges” the company.
Determine the value - adding activities: these should be improved the most. Those that do not add value should be stopped.
Are there choices? If there are choices what are they?
