Who is responsible for establishing process expectations and requirements?

The responsibility for establishing process expectations and requirements fundamentally lies with the customers. Customers define what they need and expect from a product or service, which directly influences the processes that organizations must implement to meet these demands. Their input is crucial as it outlines the specifications, quality, and service levels required. This customer-centric approach ensures that businesses align their processes to deliver value effectively.

Management, employees, and consultants play pivotal roles in shaping and executing processes, but they typically do so based on the requirements and expectations set forth by customers. While management may provide direction and resources, employees carry out the processes, and consultants may assist in refining these processes, it is ultimately the customers whose needs drive the establishment of those expectations and requirements.