What is Continuous Process Improvement?

Today’s Process Improvement stems back to the start of the 20th century when Henry Ford radicalised the manufacturing processes by introducing process improvement techniques.

Understanding how best to support your customer is key to “Walk in your customers’ shoes” (Hammer, 1960) and is particularly relevant to businesses coming out of lockdown.

Process Improvement offers various techniques such as Kaizen, Plan-Do-Check-Act and more to reduce waste, increase efficiency and improve the customer experience.

PDCA model

Six Sigma Model


The aim for every business coming out of lockdown is to review their customer offer by optimising their processes by reducing waste and inefficiency to incrementally improve products and services.

Continuous Process Improvement is made clear by correctly mapping, visualising and understanding processes.  This is where our Agility software helps businesses to drive those efficiencies into the working practises via the integrated management system.

Understanding the relationships between other processes through Business Models and Process Overviews and mapping out the sequence of events within each to create a map of the process as it exists (As is) is vital.


Bring Employees into the Process

Agility software is ideal to engage the employees in the improvement process (Kaizen) to make meaningful contributions to the overall strategy and encourage process ownership.

Visualise What You Do

Mapping out the process to visualise ‘who does what where and when’, and understanding the ‘as is’ before the ‘to be’ will provide the clarity of action required to improve the process, remove waste, duplication and general inefficiency. You don’t have to be a rocket scientist to become involved!

Example Process Map


Process Standardisation

Standardising process reduces duplication and creates a uniform approach that will cut down costs by improving productivity and quality. For the best results, hold process-mapping sessions using a skilled facilitator. BusinessPort has considerable experience in this area.

Typical benefits

Here are a few more process improvement examples:
Customer Service: Improved communications can only benefit the relationship. For example, a review of the Help Desk queries and responses will identify where improvements need to be introduced.


Process improvement can identify inefficient communications by determining contact points per process to reduce the number of emails etc.


By taking a continuous improvement approach, your product quality and services will improve.


Remove the inefficiency of multiple versions of a document or process. Not only is it poor use of resources but it creates complexity.

Remove Bottlenecks

With clear processes in place, bottlenecks should be quickly identified and removed.

Customer Satisfaction

Improving Customer facing processes will provide more time for interaction and addressing customer needs.

Improve productivity

Agility Workflow will remove the paper-handing and manual tasks such as form filling, speeding up previously tedious activities and putting resources to more valuable work.

Reduced risk

Business process improvement helps you highlight activities to automate, reducing human error and adding additional security measures to protect company data.

Our Agility toolset provides the ability to improve your processes either by creating visual maps or by full process automation.