EXTERNAL CONTACTS OF PROCESSES

The external contacts in processes refer to the specific individuals or entities outside the organization with whom communication, interaction, or data exchange is necessary for the successful execution, progression, or completion of a particular business process.

Here are the key benefits of external contacts in a process:

1. Ensured Process Completion and Flow:

   • Necessary Inputs: Many processes cannot even begin or progress without inputs from external contacts 

   • Required Outputs: The ultimate goal of most processes is to deliver an output to an external contact. Without effective interaction, the process cannot fulfill its purpose.

2. Enhanced Customer Satisfaction and Experience:

   • Direct Interaction Points: Processes often involve direct interaction with external customers. Efficient and clear communication with these contacts directly shapes their experience.

   • Personalization: Understanding and logging preferences of external contacts within a process allows for more personalized service, leading to higher satisfaction.

   • Faster Resolution: Streamlined processes that effectively leverage external contact information can lead to quicker issue resolution and service delivery.

3. Improved Data Accuracy and Information Exchange:

   • Source of Truth: External contacts are often the primary source of critical data for a process. Efficient communication with them ensures data accuracy.

   • Timely Information Flow: Processes rely on timely information exchange. Effective contact management ensures that requests, confirmations, and updates reach external parties when needed, preventing delays.

4. Optimized Resource Allocation and Cost Efficiency:

   • Reduced Rework: Clear communication with external contacts at crucial process steps can prevent errors and ambiguity, reducing the need for costly rework or corrections.

   • Streamlined Operations: Well-defined interaction points with external contacts can streamline handoffs and approvals, making the process more efficient and potentially reducing operational costs.

   • Automation Potential: Knowing precisely who to contact and how within a process enables greater automation of external communications.

5. Risk Mitigation and Compliance:

   • Regulatory Adherence: For processes requiring interaction with regulatory bodies, clear communication ensures the business remains compliant, avoiding penalties and legal issues.

   • Early Issue Detection: Maintaining open lines of communication with external contacts can help identify potential issues early, allowing for proactive risk management.

6. Stronger Relationships and Reputation:

   • Trust Building: Efficient and transparent processes that involve external contacts foster trust and build stronger, more reliable relationships.

   • Positive Brand Image: How well a business's processes interact with its external environment reflects directly on its brand image and reputation in the marketplace.

Impact of contacts on Process Design and Performance:

• • Process Flow Dependence: The design of the process must explicitly account for these external interactions, including the means of communication and the expected timing.

  • Critical Path: Interactions with key external contacts often sit on the critical path of a process; delays or failures in these interactions can halt the entire process.

  • Experience and Satisfaction: How efficiently and effectively a process interacts with its external contacts (especially customers) directly influences their experience and satisfaction with the business.

  • Compliance and Risk: Processes involving external regulatory contacts must be designed to ensure strict compliance, as failure can lead to legal penalties.

Primarily, external contacts in processes are the vital external individuals and organizations who are explicitly engaged and interacted with at specific points within a workflow, utilizing defined communication channels, to ensure the successful execution and completion of that process and the delivery of its intended products or services. They are the "who" outside the company that the "how" of the process engages with.