What is the goal of implementing process improvements?

Implementing process improvements focuses on enhancing the overall efficiency and effectiveness of an organization's operations, and one of the primary goals of these enhancements is to improve customer satisfaction. When processes are optimized, they typically lead to better quality products or services, faster delivery times, and more responsive customer service. This culminates in a more positive customer experience and can result in increased loyalty and retention.

While standardizing operations can contribute to consistency in service or product quality—which can indirectly benefit customer satisfaction—this is not the only purpose of process improvements. Increasing overheads or limiting project scope do not align with the overarching objective of driving value for both the organization and its customers. Instead, the emphasis is placed on streamlining processes, thereby allowing organizations to meet and exceed customer expectations effectively.