What is defined as a high value or high impact process?

A high value or high impact process is typically one that has significant importance to the organization's success and directly influences customer satisfaction and business outcomes. Customer-facing processes fall squarely within this definition, as they encompass all interactions that take place between an organization and its customers. These processes are crucial for delivering products or services, managing relationships, and ultimately driving customer loyalty and revenue.

When organizations optimize customer-facing processes, they often see enhanced customer experiences, leading to increased sales and brand reputation. This impact is substantially higher than the processes classified as internal, administrative, or support, which, while important, do not directly engage with customers and thus may not always yield the same immediate business results. In summary, the emphasis on customer-facing processes stems from their ability to significantly influence customer perceptions and organizational performance, thereby justifying their identification as high value or high impact.