The ability to create brand loyalty is not often considered an essential skill for process professionals. But the guest in today’s programme says that process professionals could learn a lot from the discipline of marketing. In this Process Perspectives podcast, Delphine Teboul, a GE-certified Lean Six Sigma black belt who has been working in process improvement for more than a decade, says that marketing a product or service to an external client is no different from marketing a service to internal customers. In this podcast, she takes us through some key concepts that process professionals can use to understand their internal customers and create demand for their services.

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Questions addressed in this podcast:

• You’ve worked for quite a number of years in process improvement but before that you had worked in marketing. Why do you think process professionals could learn something from marketing?
• So do you think that process improvement functions sometimes have a bit of what some in the PR industry might call an "image problem"?
• Which marketing concepts and tools do you think process professionals could use?
• How would you recommend process professionals use those concepts?