Business process improvement
Documenting the current way of working and removing any pain points in order to enhance performance and optimise process flow.
What we find:
- companies have spent years implementing technology solutions which haven't delivered the expected benefits
- benefits can easily be realised if associated people and process changes are made alongside technology changes
- there is a growing need for core (consulting) skills in organisations in order to develop internal capabilities
- cost reduction (EBITDA improvement) can be quickly identified and delivered with a change programme
Our approach:
- focus process re-engineering on efficiency and clarity of accountabilities, ensuring capability matches accountability
- understand how the system impacts the business and where in the operation it fits best
- understand the impact on customer experience
- use internal process owners working alongside our implementation managers in order to address points of pain holistically
- plan the change with cross-functional teams
Benefits delivered:
- a recognition that process improvement is part of the solution, supporting new capabilities
- actually realising the expected benefits from the systems implementation
- a plan to realise defined and agreed improvement opportunities
Recent Successes
delivered over £6 million annual savings to a contact centre environment, with process improvement driven by improved management information capabilities
identified points of pain and pleasure in a mobile operators business unit, prioritised them and cross-functionally improved the customer experience
developed and mapped all the operating processes for a FTSE100 organisation, including interfaces to external partners and regulators
