The Power of the Ideal Final Result for Identifying Process Optimization Potential.

Modern information and telecommunication technologies provide possibilities not only for improving existing business processes. They can also allow to make processes redundant or to move to new business models. This paper suggests a method for analysing the potential for process improvement and organizational change. Instead of starting with a visualisation of the current process, the starting point is a visualisation of customers' steps in the context of their use of a service or product.