Identifying business processes by input and outcome
Key Takeaway
Identify a business process by its input (what starts it) and its outcome (what ends it), not by the application it runs in. Agree on both with stakeholders before you map any steps. They set the scope of every level below, including each drill-down.
Identifying a business process by its input and outcome means naming it by what starts it and by the result that ends it, not by the software it runs in. Consultants use this approach during discovery because real processes cross several applications and manual tasks. Once stakeholders agree on the input and outcome, that agreement sets the scope for everything mapped below it.
Input and outcome, not the application
Think about a business process in terms of its input, the thing that starts it, and its outcome, the result that ends it. Don't think about it in terms of the application it takes place in. Many applications and manual activities drive day-to-day business, so Salesforce screens don't always cover the entire process.
The goal is a better business outcome, not just a better application. So the consultant always considers the broader end-to-end process.
Processes are named "input to outcome." The approach works for top-level processes and for narrowly scoped ones.
| Process | Type | Input | Outcome |
|---|---|---|---|
| Lead to Revenue | Top-level | A lead qualified by marketing | Revenue booked into accounts receivable |
| Quote to Revenue | Top-level | A quote requested by a customer | Revenue booked into accounts receivable |
| Hire to Retire | Top-level | An open role in an organization | An employee's last day working there |
| Idea to Product | Top-level | An idea posted on the Salesforce IdeaExchange | A feature that is generally available on the Salesforce Platform |
| Lead to Opportunity | Narrow scope | A lead qualified by marketing | An opportunity qualified by sales |
| Inquiry to Close | Narrow scope | An opened support case | A closed case |
Quote to Order is another narrowly scoped example. It ends when the customer confirms an order.