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The whole point of BPI is to eliminate any unnecessary steps in the existing process. When designing the process, where not already in place, the principals are the same. Once the process has been designed it must be tested and observed with a critical eye looking for in particular where the process crosses or interacts with another. For example where a customer interacts or a system interacts or another person interacts. The process should involve the minimal number of interactions required to achieve the desired outcome. Encouraging challenge and question is a great way to get those doing the task to get to the root themselves. Use the5 whys to get there - my young children were very good at this! But by asking why something is done that way helps to uncouple cultural process from those that are truly necessary and never be afraid to try new things NOR to discard them if they don't work so well.
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