The concept of “System follows Process follows Strategy” describes the close alignment of business strategy, business processes and the systems that support them. It highlights how a well-considered strategy shapes processes and how systems effectively support and improve those processes. Let’s explore this approach step by step.
A company looking to strengthen its market leadership in customer service develops processes that deliver fast, high-quality support. These processes are designed to maximise customer satisfaction in line with its strategic objective.
A company looking to digitalise its customer service processes selects a CRM system specifically tailored to the requirements of fast, high-quality support
After introducing the new CRM system, the company discovers that it can analyse customer data in real time. This leads to a redesign of the customer service process, making it more proactive and data-driven.
The principle of “System follows Process follows Strategy” emphasises the continuous interaction between business strategy, business processes and supporting systems. It starts with a clear strategy that defines processes, which in turn determine system requirements. These systems then influence and improve the processes, creating a dynamic cycle that ensures the company remains efficient, competitive and aligned with its strategic objectives.
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