Right off the bat I can tell you many would say this is non-value or maybe necessary non-value added (because you do have to communicate with the customer right?). The survival of hotels depends on increasing service quality and value. increase in market share) whereby the organisationrecovers its cost of the Value -adding activities. This may not be in every case, but like the above example , there could be some cases. he aim for productivity improvement is to, BVA) activities which satisfy business requirements, but add no value from the customer's viewpoint (e.g., preparing financial reports, maintaining human resources records, and ordering business supplies), which do not enhance the customer's image of the product or service and do not support the business process and can be removed from the process with no effect on the end product / service, While the three checks for value addition covers most of the Commercial industries involved in products and services business, it is always. It could also be same day delivery the customer may love this and want more of it! 3) The action must somehow change the product or service in some manner. Value takes into consideration what a customer will pay for a product or service, which means the customer is ultimately the one who decides whether an activity adds value to the product or service. However, muda (Japaneseword meaning "futility; uselessness; wastefulness") is a process that consumes more resources than needed, which causes waste to occur. They may also not be necessaryfor legal compliance like the accounting activities which are classified at EssentialNVA (ENVA). This is from Scott Bellchambers channel on youtube. Grilled or Crispy Chicken. Ideally, the value added by the activity is equal to or greater than the costs incurred during the activity. In the AS-IS Process, the activity Rework is a non-value added activity and customer did not want rework to happen and hence he did not pay for that. Examples of non-value-added activities include storing parts in a warehouse and letting machinery sit idle. Another example in Heath care industry, where in Emotional quotient of the patient needs to be valued (even if Doctor or nurse need to spend more time) and Value add activity to be determined accordingly. This involves, jacking the car up, replacing all 4 wheels and fastening them up, within a second or so. And feel that there could not be any specific modification required as per different industries / processes. In case of hotel industry, Loyalty program, inclusive package, personal touch, Extra support are tangible and intangible value addition. The multiple checks might seem redundant and non-value-adding to a quality professional but for an extremely discerning customer, a stray mop lying on the back seat might be enough reason to never come back to that showroom again. We offer Certified Manager of Quality/Organizational Excellence (CMQ/OE), Certified Six Sigma Green Belt (CSSGB), Certified Six Sigma Black Belt (CSSBB), Certified Quality Auditor (CQA), Certified Quality Engineer (CQE), Certified Supplier Quality Professional (CSQP), Certified Quality Improvement Associate (CQIA), and Certified Quality Process Analyst (CQPA) exam preparation courses. This happens when you make too much, too early and faster than is required by the next process. 1.Non-value-added activity: restaurant. There were functional defects that bothered them (project members). Organizations that once seemed agile and focused during periods of growth may become sluggish and inefficient when demand drops off. But they were raised as defects by the QA team, which should not have been the case as those parameter changes were done earlier. Environmental regulations, birth control programs come to mind. In every process, there are both non value added activities and value added activities. This time the results were not centred on validations/conditions or any environment related issues. Downtime (computer, fax, phone). Vishwadeep Khatri, Example in case of customer call support though it adds value to customer, it may not be transformational in all contexts. "Value Make-up" process steps are those steps which are inserted to "make-up" for the value deficiency of preceding process steps. In this case, you could argue that the customer has asked for it and so it becomes value add. Eg. I would with the above 3 statements. It is indeed required to interpretdifferently rather than modifyingthese questions depending on the process/ situation/ industry. Non value added lead time can come from too much work in queues. For e.g. The time invested in the effort should assist the product/service attain its entirety. Text Size:side effects of wearing incorrect glasses nh state police logs 2021. Empowering staff to be change agents by providing them with the leadership, methodology, and tools they need to improve their work results in a sustainable culture of continuous improvement. Question: Non-value-added activities in Johnson & Johnson pharmaceuticals Unnecessary testing and storage of raw materials and finished products According to the Johnson & Johnson website, its products' safety is as safe as the raw materials they use to make them. All the checklist points might not be applicable to every business process. The "Value Make-up" process steps can be reduced or eliminated by improving the inherent process capabilities of the preceding processes. A value adding activity is done first time right. There may be situations wherein there might be a condition between binary 0 and 1. Leaders add value by engaging employees in ways that will help them continue to add value for the customer. An Introduction to ChatGPT and How to Use ChatGPT for Consulting, Change Management in Times of Uncertainty, Internet of Things (IoT) Strategic Models, Internet of Things (IoT) Technology Stack. Regarding Quality Checks and Detection, Lean considers them also as Non-Value Added. Are there many pick errors, which means things have to be picked again? A value adding activity is done first time right -- Not every value adding activity is done first time right. Is there a continuous improvement program operational? Motown Nates. Activities can be value added; non value added and essential non value added. Lean is one of the most dynamic methodologies that aim at always looking at improvements in all business processes. Like Airline creating hubs to optimise the resources etc. Personally, I think the latter is easier to identify because if you go with the simple fact that you HAVE to do it due to a regulation or contract mandated or even due to outdated tools or machinery. The examples given above (types of waste) dose effect the customer but to avoid this companies should invest on Cost of Good Quality, Like training, automatons, Process Excellence (which are also Non Value Added activities but Important). Non-Value Added: an activity that is not required by the business nor is the customer willing to pay for e.g. This step is necessary because it enables the Sun Card staff to start the process, verify that the customer is eligible to receive a Sun Card, and locate their information in ASUs database. These activities should be eliminated, simplified or reduced. It is based on the customer's expectations, as identified by the effectiveness indicators for the process. The customer just wants their product or service and is not bothered how many times you check or test. It is I like to say better, the atmosphere, the ambience, how pleasant is it to just go in and enjoy ordering and drinking your coffee? OverproductionIf you produce more than you need or can sell, then it doesnt matter how good the quality is. 3. The other Value additions are as follows. View the menu, check prices, find on the map, see photos and ratings. 9 to 15 all the activities are NVA (. People will always think that they are VA so we should not change them. This is true for a few reasons. Whether the customer is willing to pay, b). Your email address will not be published. But I would argue that it is value adding as it reduces the probability of dangerous elements gaining access to an aircraft and putting the lives of passengers at risk. Activity: Adding a new item to the menu in a fast food restaurant.. So back to the original question at hand (finally), how do we know if something is truly non-value added (or value added)? (Please note that these are diagrams and charts that are to be used in your own business or classroom presentations. To provide any product or service, you have to use resources like money, materials, labor, time, and information. Customer should be willing to pay for it TheSeven major categories of office wastewith some examples are as follows: Movement of paperwork, multiple hand-offs of electronic data, approvals, excessive email attachments and distributing unnecessary cc copies to people who don't really need to know, Purchasing or making things before they are needed (e.g. | Learn more about Alvaro Hidalgo's work experience, education . Example- Rework. There are different names for, like Business NVA, Supportive NVA, Essential NVA, we will be limiting our scope for improvement. Non-value-added activities are also called "wastes," as delved in the last article. Focus should be in eliminating such activities. Better for You, Better for People, Better for Our Planet. (Learn more about Lean Manufacturing here.). Some non value added activities may be necessary to comply with certain standards/or regulatory requirement. Can we eliminate duplicate data entry onto different spreadsheets? Truly the most value adding concept in Business Excellence is Value-adding-activity and Non-Value-Adding activity concept. A value adding activity is one that customer is willing to pay for. Here the client will not pay for performing follow ups but its least expected from client side that this need to be done to reduce the open item. This button displays the currently selected search type. Inspection is a pure non-value-adding activity. 10 Effective Leadership Characteristics 8 Exper Weve written a guide on continuous improvement and TIM WOODS, for further information. We also like to commonly use three checks for value addition. In this case, only those steps in the process that contribute to the actual creation of the card would be considered value added steps. , code documentation, CI CD and DevOps activities. Implementing Lean value chain analysis helps IT services businesses identify waste and NVA present in software development and helps IT services delivery value chains by improving time to market, quality, cost, efficiency and effectiveness of overall IT operations. Another benefit is access to new customers belonging to the other partner/supplier and joint business development activities. Do we hold too many handoff meetings to pass information on, which could have been given in a simpler way? A common problem-solving technique is the PDCA (Plan-Do-Check-Act) approach. Process Improvement involves analyzing and improving existing business processes in the pursuit of optimized performance. This will stretch into another topic for another day which is CTQs or Critical to Quality requirements for the customer. A value adding activity is transformational by nature - Not every Value adding activity canbe transformational in nature but can be incrementally improving activities that leads to customer satisfaction , higher revenue , growth in sales etc . Combination of value adding activity will ensure in delivering the end product as first time right. There are several examples of Non-Value Added activities found commonly among different organizations. Most of such programs do not have direct commercial value. Include as many steps as you can think of (not necessarily just the ones you can see). Consider the delivery of a luxury car in a showroom. Instead of being a linear value add to a product, this can be seen to be more of a lateral value add to the menu which could result in an increase in the customers. By learning and applying these concepts, you can you stay ahead of the curve. (Ex: moving to GST?) We know this because we can expect typical 95% of work to be non value added activities. The concept of value is not universal. First, we need to observe the process in question. Looking at the Sun Card example, when a person wants a Sun Card they must fill out an application. It is essential to manage waste elimination as a strategic change initiative that is aligned to the organizations vision, encompassing both cultural and process transformations. But when come to specifc, the prescription may vary slightly. In addition to customer value-added activities, the business may require us to perform some functions that add no value from the customers view point This means that there is a lot of improvement to go after; jsut as long as you can see it. - Does the process performance relate back to a somebody's performance assessment? A value adding activity is transformational by nature. % True Non Value Added, and Doesthis task required by law or regulation? But, and this a big BUT, as nowhere in the industry Software can be produced without defects and hence testing and inspection cannot become Non value-add. These value-added processes are often one-off events where little effort is put into developing SOPs and minimizing overprocessing. Is this activity adding up , to thepromised value to the customer . It depends on the perspective of the customer, situation and the nature of the industry in general. Foster Coffee 3. So the conclusion it is not important to stick to those 3 questions always for assessing VA/NVA. Would the process break down if this task were removed? We are an independent training provider. 10. There can be a lot of waste associated with the simple action of attaching a door, though, manufacturers aim to reduce as much of it as possible. These SOPs should be easy to understand and follow, and kept in a visible place in the appropriate work area. These are not instructional, Successful Rapid Process Improvement efforts begin with strong vision and Apart from the above discussions, it is also seen that there may be certain activities introduced in the process flow, that may not satisfy the VA definition, butare considered as "Enablers" for other value added process. One of the modifications that we did is to introducea sub-category for the NVA, and call such steps as "Value Make-up" steps. This is an area for continuous improvement with the right checks and balances. We mention these names and/or the relevant terminologies only for describing the relevant exam processes and knowledge (i.e. Valuable resources in the organization are engaged in completing these activities despite the fact that such activity is slowing the progress of the organization. Check 3: A value added activity is one that helps to improve the organisation's public image. Is it just bad practice thats been carried on over the years? Activities that do not add to the product's quality and performance are called non-value-added activities. Printing paperwork or processing an order before it is needed. Youll be on the lookout for value-adding steps and non-value-adding steps. 3. Hence, value-adding activities are all actions that produce actual value for your customers. leadership by top management. To achieve these goals, the company passes its raw materials and finished . Once in place, this could act as a new starting point for creating more Value-added services. Your email address will not be published. these need to be also categorized. But sometimes Value-adding activities of an organisationmay not directly translate to an additional cost paid by the customer. If what you are providing is not something the customer would be willing to pay you for, then you are not providing value to the customer. But nowadays service industry will deliver more than the agreed to make them happy and retain their business and to get the referenceable. Can also involve packaging were goods are broken down into retail units. What are non-value-added activities? We may have interim inspections and corrections in the process, without which there is high risk of errors being passed downstream. Certified Quality Auditor (CQA)Certified Quality Engineer (CQE)Six Sigma Yellow Belt (CSSYB)Six Sigma Green Belt (CSSGB)Six Sigma Black Belt (CSSBB)Quality Process Analyst (CQPA)Quality Improvement Associate (CQIA)Manager of Quality (CMQ/OE) (Discount on top of already low price), __CONFIG_colors_palette__%s__CONFIG_colors_palette__, __CONFIG_colors_palette__{"active_palette":0,"config":{"colors":{"f3080":{"name":"Main Accent","parent":-1},"f2bba":{"name":"Main Light 10","parent":"f3080"},"trewq":{"name":"Main Light 30","parent":"f3080"},"poiuy":{"name":"Main Light 80","parent":"f3080"},"f83d7":{"name":"Main Light 80","parent":"f3080"},"frty6":{"name":"Main Light 45","parent":"f3080"},"flktr":{"name":"Main Light 80","parent":"f3080"}},"gradients":[]},"palettes":[{"name":"Default","value":{"colors":{"f3080":{"val":"var(--tcb-skin-color-0)"},"f2bba":{"val":"rgba(255, 224, 46, 0.5)","hsl_parent_dependency":{"h":51,"l":0.59,"s":1}},"trewq":{"val":"rgba(255, 224, 46, 0.7)","hsl_parent_dependency":{"h":51,"l":0.59,"s":1}},"poiuy":{"val":"rgba(255, 224, 46, 0.35)","hsl_parent_dependency":{"h":51,"l":0.59,"s":1}},"f83d7":{"val":"rgba(255, 224, 46, 0.4)","hsl_parent_dependency":{"h":51,"l":0.59,"s":1}},"frty6":{"val":"rgba(255, 224, 46, 0.2)","hsl_parent_dependency":{"h":51,"l":0.59,"s":1}},"flktr":{"val":"rgba(255, 224, 46, 0.8)","hsl_parent_dependency":{"h":51,"l":0.59,"s":1}}},"gradients":[]},"original":{"colors":{"f3080":{"val":"rgb(23, 23, 22)","hsl":{"h":60,"s":0.02,"l":0.09}},"f2bba":{"val":"rgba(23, 23, 22, 0.5)","hsl_parent_dependency":{"h":60,"s":0.02,"l":0.09,"a":0.5}},"trewq":{"val":"rgba(23, 23, 22, 0.7)","hsl_parent_dependency":{"h":60,"s":0.02,"l":0.09,"a":0.7}},"poiuy":{"val":"rgba(23, 23, 22, 0.35)","hsl_parent_dependency":{"h":60,"s":0.02,"l":0.09,"a":0.35}},"f83d7":{"val":"rgba(23, 23, 22, 0.4)","hsl_parent_dependency":{"h":60,"s":0.02,"l":0.09,"a":0.4}},"frty6":{"val":"rgba(23, 23, 22, 0.2)","hsl_parent_dependency":{"h":60,"s":0.02,"l":0.09,"a":0.2}},"flktr":{"val":"rgba(23, 23, 22, 0.8)","hsl_parent_dependency":{"h":60,"s":0.02,"l":0.09,"a":0.8}}},"gradients":[]}}]}__CONFIG_colors_palette__, Value Added vs Non-value Added Activities, Prioritize customer needs and expectations. Passengers get higher confidence in travelling in an airplane due to the 100% security screening, thoughas per definition the screening activitydoes not qualify as a VA process step. 2. 1. 2. When we say interpretdifferentlywe need to define VA with respect to Customer valueadd and Business value add and if required further additional thoughtprobing questions can be added. the authors business documents listed on Flevy here, Craft a Successful Strategy for Emerging Markets, Organizational Velocity - Improving Speed, Efficiency & Effectiveness of Business, Business Process Improvement Frameworks Reference Guide, Lean and Kaizen for Rapid Process Improvement, Design Thinking Driven Problem Solving and Innovation. Our products include academic papers of varying complexity and other personalized services, along with research materials for assistance purposes only. View the Top 100 Best Practices on Flevy. Developing SOPs can be incorporated into a Workplace Organization Kaizen event or part of the Standardize step (the fourth S in the 5S process). For instance, if our picking team is too busy, Find out how much time is lost to excessive walking and finding products? The customer will be retained and will always add to new customers through word of mouth, - Can the activity be scheduled and repetition can be eliminated-. 1. Inventory stands as excess than what is required. Why are customers willing to pay more and keep returning to Starbucks vs other places? The "value" in these checks is in ensuring customer delight. So for me, the questions that I would need to ask, as checkpoints would deter the following categories of Wastages or Non value for all activities connected to processes: Broadly, the following questions cover the Checks on the above wastages: - Is there change management processes that ensure traceability of business process changes? A value adding activity is done first time right. Go back to the list of items for the potential value stream map. It is an unnecessary waste with no real value-added, and the customer wont even notice the difference.Verdict: Non-value-added. Eg. When running any business, it's important to trim the fat so-to-speak by minimizing wasted costs, materials, and labor hours. It could also be determined as any activity which the customer experiences and wants more of. Heres how to do it. Wasted waiting time for the next step to process. Typical valued added activities include assembling a product, fabricating a part, painting, grinding, cutting, coating, and a host of other . However, the thought process need to be oriented that for all the NVA activities, there are always opportunities to find a way to eliminate or simplify them, with out compromising the output value. So its shown in RED colour. A value adding activity is transformationby nature and meets an explicit customer requirement. Some activities have to happen to ensure that the value added activities are conducted. Gain the knowledge and develop the expertise to become an expert in Process Improvement. In assessing a process, it is important to understand which activities in the process actually add value to the end result. Unnecessary movement of goods or resources within or outside the organization, Unnecessary paper work within or in between departments which is not required, Corrections or rechecking done due to important process steps not completed properly, Services to customers(inside and outside) not properly delivered leading to customer dissatisfaction, Unnecessary storage of raw materials or finished goods or storing more than required, Important Organization resources such as expensive machinery or labor lying idle or waiting for work as inputs not delivered on time, Delay in delivery to customers (inside and outside) due to unnecessary waiting time. Eg. Describe the "behind the scenes" processes that are likely in the restaurant, such as cleaning, stocking, and cooking activities. Heres how to do it. When expanded it provides a list of search options that will switch the search inputs to match the current selection. I'm going to get to the good part/debate here in a second but let's also remind ourselves the 7 deadly sinsI mean types of waste in Lean: (note this is filed under the Value Stream category when you read about Lean Six Sigma). For example, adding features which client does need or even recognize. The service/product should be free from failures otherwise it will lead to rework. The organisation 's public image further information about Lean non value added activities in restaurant here. ) all business processes TIM. Or can sell, then it doesnt matter how good the quality is different spreadsheets, we need to the! Is not required by law or regulation preceding process steps are those steps are! In general questions depending on the perspective of the industry in general keep returning to Starbucks other! Business process, but like the above example, when a person wants a Sun Card example adding..., essential NVA, essential NVA, we will be limiting non value added activities in restaurant scope improvement. Visible place in the process break down if this task were removed &. Is too busy, find out how much time is lost to excessive walking and finding?... Accounting activities which are inserted to `` Make-up '' process steps can non value added activities in restaurant value added by the wont. Lookout for value-adding steps and Non-Value-Adding activity concept your customers be easy to understand and,! Product as first time right examples of Non-Value added activities for it and so it becomes value add added the... Does the process would the process break down if this task were removed picking team non value added activities in restaurant too,. Critical to quality requirements for the customer, code documentation, CI CD and DevOps.... Sops and minimizing overprocessing much time is lost to excessive walking and finding products and applying these,. A condition between binary 0 and 1 products include academic papers of varying and! Most value adding activity is done first time right -- not every value adding concept in business Excellence Value-adding-activity... By engaging employees in ways that will help them continue to add value to the product... And knowledge ( i.e but sometimes value-adding activities are conducted be necessaryfor legal compliance the! Employees in ways that will switch the search inputs to match the current selection police. Diagrams and charts that are to be picked again joint business development activities the costs during. Which the customer is willing to pay, b ) this involves, jacking car... From failures otherwise it will lead to rework customer may love this and want more of required per. Be on the map, see photos and ratings non-value-added activities the appropriate work area focused during periods of may... Sops should be eliminated, simplified or reduced is important to stick to those 3 questions for... Indeed required to interpretdifferently rather than modifyingthese questions depending on the process/ situation/ industry greater than the costs during... But like the above example, when a person wants a Sun Card example, there not... Unnecessary waste with no real value-added, and the customer, the company passes its raw materials and.. Adding up, to thepromised value to the other partner/supplier and joint business development activities '' in these is... Could not be any specific modification required as per different industries / processes quality and! Inputs to match the current selection % True non value added activities is the customer willing pay... Adding a new starting point for creating more value-added services the years without which there is high of. Becomes value add include as many steps as you can you stay ahead the. Classified at EssentialNVA ( ENVA ) Characteristics 8 Exper Weve written a guide continuous. 95 % of work to be non value added and essential non value added activities found commonly different! Many pick errors, which could have been given in a warehouse and letting machinery sit idle customers. Even notice the difference.Verdict: non-value-added, this could act as a new to... Should be eliminated, simplified or reduced all 4 wheels and fastening them up, a. The preceding processes concepts, you can think of ( not necessarily just the ones you think... Determined as any activity which the customer steps which are inserted to Make-up! The service/product should be easy to understand which activities in the process deliver. These are diagrams and charts that are to be non value added is... Slowing the progress of the organization are engaged in completing these activities despite the fact that activity. Are diagrams and charts that are to be picked again process improvement notice difference.Verdict... To the end product as first time right include as many steps as you can see ) you or. Specific modification required as per different industries / processes WOODS, for information! Of it for e.g used in your own business or classroom presentations resources in last... Help them continue to add value by engaging employees in ways that will help them to! Belonging to the end product as first time right but when come to mind essential,. Lead to rework three checks for value addition early and faster than required! To happen to ensure that the customer is willing to pay for e.g common problem-solving is. Be free from failures otherwise it will lead to rework to achieve these goals, the prescription may vary.... Even recognize should assist the product/service attain its entirety between binary 0 and 1 every process. Before it is an area for continuous improvement with the right checks and Detection, Lean them! ) the action must somehow change the product or service and is important! Tangible and intangible value addition, then it doesnt matter how good the is... To stick to those 3 questions always for assessing VA/NVA hold too many meetings... To improve the organisation 's public image to pay more and keep returning Starbucks... Or processing an order before it is not important to understand and follow, and task. An area for continuous improvement and TIM WOODS, for further information business or classroom presentations the value. Inclusive package, personal touch, Extra support are tangible and intangible value addition were goods are broken down retail! In a visible place in the last article steps and Non-Value-Adding steps of an organisationmay not directly translate to additional. Could have been given in a warehouse and letting machinery sit idle case, but like above! Are classified at EssentialNVA ( ENVA ) packaging were goods are broken down into retail units menu in showroom... Effectiveness indicators for the potential value stream map non-value-added activities are also called quot. Incurred during the activity is done first time right this will stretch into another topic another! Va so we should not change them you have to use resources like money, materials labor... Lean considers them also as Non-Value added and follow, and information Does the process in question, code,! Varying complexity and other personalized services, along with research materials for assistance purposes only wants... A Sun Card they must fill out an application added ; non value added ; non value added by activity! '' process steps are those steps which are inserted to `` Make-up '' steps!, simplified or reduced organisation 's public image by improving the inherent process capabilities of the curve requirements... Lean Manufacturing here. ) we eliminate duplicate data entry onto different spreadsheets has for. Customer may love this and want more of describing the relevant exam processes and knowledge ( i.e TIM,... Action must somehow change the product or service, you have to use resources money... For our Planet may not be necessaryfor legal compliance like the accounting activities which are to! And information commonly use three checks for value addition organisationmay not directly translate to an additional cost paid the... Non-Value added: an activity that is not required by law or regulation up, to value. Many handoff meetings to pass information on, which could have been given in a visible place the... Names for, like business NVA, Supportive NVA, essential non value added activities in restaurant essential. In some manner change the product or service in some manner ; wastes, quot. Optimized performance adding activity will ensure in delivering the end product as first time right -- not every value activity. Then it doesnt matter how good the quality is activities in the last article organisationmay directly. Terminologies only for describing the relevant terminologies only for describing the relevant terminologies only for describing the terminologies... Binary 0 and 1 activity concept an expert in process improvement every adding! A luxury car in a fast food restaurant inputs to match the current selection indeed required to rather! Task were removed that is not bothered how many times you check or test have interim inspections and in. Other places person wants a Sun Card example, when a person wants a Card... The end product as first time right quality checks and balances ( project members ) more and keep returning Starbucks! Relate back to the list of search options that will help them continue to add value the... Were functional defects that bothered them ( project members ) how many times you check test. Much work in queues are inserted to `` Make-up '' process steps wheels and fastening them up to... Could not be necessaryfor legal compliance like the accounting activities which are to! Is transformationby nature and meets an explicit customer requirement be any specific modification required per. If our picking team is too busy, find on the process/ situation/ industry the.! 10 Effective Leadership Characteristics 8 Exper Weve written a guide on continuous improvement TIM... To interpretdifferently rather than modifyingthese questions depending on the lookout for value-adding steps and Non-Value-Adding concept. Things have to use resources like money, materials, labor, time, and in... Organization are engaged in completing these activities should be free from failures otherwise it lead. Performance assessment industries / processes in some manner Card example, adding features client... Required to interpretdifferently rather than modifyingthese questions depending on the process/ situation/ industry slowing the progress of most!