Which concept focuses on increasing efficiency to better meet customer needs?

The concept that focuses on increasing efficiency to better meet customer needs is business process reengineering. This approach involves fundamentally rethinking and redesigning business processes to achieve significant improvements in critical measures of performance such as cost, quality, service, and speed. Essentially, it’s about analyzing existing workflows and reshaping them to enhance efficiency and effectiveness.

Business process reengineering prioritizes understanding how work is done and what steps can be eliminated or optimized to provide better value to customers. This focus on efficiency is aimed at not only meeting but exceeding customer expectations by streamlining operations and reducing waste.

In contrast, succession planning is primarily concerned with identifying and developing future organizational leaders, ensuring that the company has a pipeline of talent for key roles. Workflow analysis involves examining the sequence of processes in a business, but it is primarily diagnostic rather than transformative. A replacement chart is a tool used in succession planning that visually represents potential replacements for key positions but does not directly address efficiency improvements.

Given this context, business process reengineering is the most relevant concept for enhancing efficiency in a manner that better meets customer needs.