Why are processes that are visible to the customer considered to be critical?
A)They often exhibit the greatest variance (thus affecting customer waiting times).
B)They are often bottlenecks (thus causing customer delays).
C)They are often shared processes.
D)They affect the customer perceptions of value delivered by the firm.

Question

Quizplus · Accepted Answer

Processes that are visible to the customer directly affect their perception of value delivered by the firm, making them critical. If these processes do not meet the customer's expectations, it can result in negative feedback, which can harm the business's reputation. However, while A and B may also be factors that affect customer experience, they are not the main reasons why visible processes are considered critical. Choice C is also not a valid reason.

Why Are Processes That Are Visible to the Customer Considered