"In business, every decision is an investment. ROI is how we learn if that investment was smart." – Melinda Emerson
Process improvements aren’t just about making workflows smoother or reducing frustration—they are business decisions meant to deliver real value. To understand the effectiveness of those improvements, it is a good practice to measure their return on investment (ROI). Doing so helps justify the change, builds confidence, and informs future decisions.
1. Define What ‘Return’ Means for Your Business
ROI isn't just about money saved. It might mean time saved, higher quality, fewer customer complaints, improved employee engagement, or enhanced compliance. Clearly define what success looks like before starting a process improvement initiative.
2. Establish a Baseline
Before making any changes, collect data on how the process performs currently. This includes:
Cycle time
Error or defect rate
Cost per transaction
Customer response or satisfaction metrics Having a “before” picture is essential to proving the value of any “after.”
3. Track the Gains Post-Improvement
After implementing changes, measure again. What changed? Look for:
Time or cost savings
Increase in output or throughput
Reduction in waste or rework
Improvements in service quality or response time Use both quantitative and qualitative data to support your findings.
4. Calculate ROI Clearly
A straightforward ROI formula is: ROI = (Benefit – Cost) / Cost × 100 Be sure to include all costs, such as time spent on redesign, technology investment, and training. Benefits can include both one-time gains and recurring value.
5. Consider Intangible Benefits
Sometimes, the most valuable outcomes are harder to measure—like employee morale, reputation, or agility. Capture stories, testimonials, and indirect indicators to tell the full story of impact.
6. Communicate and Apply the Insights
Once results are measured, share them. Communicate what worked, how it helped, and what you’ll do next. Use these insights to guide further improvements and gain leadership buy-in.
Example: ROI in Client Onboarding
A consultancy shortened its onboarding process by eliminating redundant steps and digitising paperwork. Staff time was reduced by 35%, clients were activated faster, and rework dropped significantly.
ROI Calculation:
Annual savings in staff time and reduced errors: $18,000
Cost of implementing improvements (training, software, facilitation): $6,000
ROI = ($18,000 - $6,000) / $6,000 × 100 = 200%
The improvement paid for itself within the first few months and continues to deliver value.
Key Takeaway
Measuring the ROI of process improvements ensures every change adds value. With the right baseline, metrics, and clear communication, your improvements will not only deliver results—they’ll build trust in the change process.
Next Steps: Review one process you improved in the last six months. Collect before-and-after data, calculate ROI, and share your insights with your team to reinforce a data-driven improvement culture.
Dr Michélle Booysen is a process strategist and consultant with 30+ years of experience helping organizations optimise operations and drive growth. Specializing in linking processes to strategy and performance, Michélle and her team empowers businesses to enhance customer service, boost performance, and scale sustainably through innovative methodologies that have transformed outcomes for SMEs worldwide.
More articles by Michélle
