Many organizations that I meet with often are struggling to implement best practice processes into their environments. They sound completely overwhelmed and often I hear “Where do we begin?” I smile and usually respond with “At the beginning of course”. The beginning of good process implementation of course is “defining and analyzing your customer’s requirements”. I once read that to provide good services a service provider must have good customers. I think this statement also holds true for processes as well. Good customers / employees must: Understand the process Understand the expected results of the process Know where they fit into the process Understand how they and others contribute to produce the expected results When your employees understand the processes within your environment they can easily identify new customer requirements and positively respond to rapidly changing customer needs. This is the basis for making it part of the service culture within you