Organization development starts with the question about which markets and customers should be served by what products and services: the result is often called value proposition.
The next important task is to define how the value creating processes will make sure that the value truly and consistently is created to the satisfaction of the customers.
Process design priority therefore is to revise and tailor all processes towards customer value creation. Very closely linked to this is the task to describe which roles precisely contribute to which set of activities. The role description is as significant as the definition of the required and necessary competencies of the role players. This only renders the ability to judge who should be assigned to the role to the satisfaction of everybody concerned: the employee, the customer, the boss, and the other role players.
Customer value creation
