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PROCESS EVALUATION MATRIX

To complete the Process Evaluation Matrix, follow the steps below:

1. Select one factor that you think your business should improve (for example, delivery time, customer service quality, or defect reduction).
If you have completed the 10,000 Women course, Fundamentals of Customers and Competition, you can choose a factor from the
Competitive Map.
2. Identify key processes in your business and add them to the Process Evaluation Matrix template.
3. Rate each process in the matrix by focusing on your chosen factor and whether process change to develop this will impact your
business.
4. Calculate the total for each process, and identify which operational process should be improved to develop your competitive advantage.

Example
In the example shown below, the order process has the highest score, and therefore would be a productive place to begin the improvement
process. In comparison, the packaging process is expensive, difficult to change, and only offers a very limited potential positive impact, so
would be a less effective improvement target.

FACTOR CHOSEN TO IMPROVE SPEED – competitive advantage would be increased by a faster service
COST EFFECTIVENESS
PROCESS POSITIVE IMPACT EASE OF CHANGE SCORE
1-5 1-5 OF CHANGE Sum Total
1-5

Warehouse organization 3 2 4 9
Delivery 5 1 3 9
Packaging 2 2 1 5
Order process 4 3 4 11
Now that you have seen an example, you can carry out this exercise for your own business.

FACTOR CHOSEN TO
IMPROVE

COST EFFECTIVENESS
PROCESS POSITIVE IMPACT EASE OF CHANGE SCORE
1-5 1-5 OF CHANGE Sum Total
1-5