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Why Operational Process Analysis is Crucial for Business Success

Operational process analysis is one of the most important activities that businesses can undertake to ensure they are performing optimally. This type of analysis is all about examining the day-to-day processes used within a business to carry out its operations. With thorough operational process analysis, businesses can identify areas for improvement, inefficiencies, and opportunities for cost savings.

What is Operational Process Analysis?

Operational process analysis is a comprehensive evaluation of a business’s processes to identify areas for improvement. It starts with defining the scope of the analysis and the areas of the business that will be looked at. The scope might include a single department, an entire business unit, or the entire organization. After defining the scope, the analysis looks at all the processes within that area of the business, breaking them down into individual steps to identify opportunities for improvement.

Why is Operational Process Analysis Important?

Operational process analysis is important for several reasons. For one, it allows businesses to identify potential bottlenecks and inefficiencies in their processes. By identifying these issues, businesses can work to streamline their processes, reducing costs and improving the overall efficiency of their operations.
Another reason operational process analysis is important is that it allows businesses to identify opportunities for automation. Automation is becoming increasingly important across all sectors, as it can free up staff time, reduce the potential for error, and improve the accuracy of a business’s operations. By looking at all their processes, businesses can identify areas where automation can be used to streamline operations or eliminate repetitive tasks.
Operational process analysis can also have a significant impact on customer satisfaction. By improving their processes, businesses can reduce customer wait times, decrease the likelihood of errors, and improve overall customer experience. This, in turn, can lead to increased customer loyalty and more repeat business.

Supporting Case Study

Scenario: An IT department is experiencing a high volume of support requests and is struggling to effectively manage and resolve them in a timely manner. They decide to conduct an operational process analysis of their help desk ticketing system to identify areas for improvement.
The IT department collects data related to their help desk ticketing system. This includes metrics such as the number of incoming tickets, response times, resolution times, and customer satisfaction ratings.
The team creates a process diagram that outlines the flow of support requests from ticket creation to resolution. This diagramming highlights the different steps involved, such as ticket assignment, prioritization, troubleshooting, and resolution.
By analyzing the data and process diagram, the team identifies performance gaps and pain points in the ticketing system. For example, they may discover that ticket assignment is not streamlined, leading to delays, or that there is a lack of self-service resources for common issues.
The team conducts analysis to determine the underlying reasons for the identified issues. They may find problems such as a lack of automation in ticket routing, insufficient knowledge base documentation, or inadequate staffing levels.
Based on the analysis, the team proposes and implements improvements to the ticketing system. This could involve automating ticket assignment based on skills or workload, enhancing self-service options, or improving documentation and knowledge sharing processes.
After implementing the improvements, the team monitors the ticketing system’s performance to assess the impact. They track metrics such as response times, resolution times, and customer satisfaction ratings to determine if the changes have led to faster and more satisfactory issue resolution.


Operational process analysis is an essential activity for all businesses, regardless of their size or industry. It helps businesses identify areas for improvement, bottlenecks, inefficiencies, and opportunities for automation. By conducting a thorough operational process analysis, businesses can streamline their operations, reduce costs, improve customer satisfaction, and ultimately, improve their bottom line.