Improve Processes

There is process in everything you do. In your work, a well-designed process ensures you are focusing on the right activities to achieve results while keeping your customers—and employees—happy.

How we help

Naturally, we have a process to improve your processes. It would be almost impossible, and a waste of effort, to have all of your processes 100% efficient, which is why we focus on the areas that will provide maximum value to you.

STAGE I STAGE II STAGE III STAGE IV

STAGE I

  • First, we take an inventory of all processes which you believe could use improvement.
  • Then we work with you to score the processes based on three categories: impact on value, time or resource consumption, and error rate.
  • Based on the score, we narrow down which processes to put through to the next stage. We repeat this step until all the desired processes have been reviewed and updated.

STAGE II

  • For the processes chosen in Stage I, we take a step back and review what you do and why you do it.
  • If the process is undocumented, we begin to document it as detailed as possible.
  • We then assess the process step-by-step to determine the key opportunities and potential barriers to implementation so that we can address them. 
  • For client-facing processes, we view the process through their eyes to determine critical value drivers and key opportunities for improvement.
  • We then determine if there are modular opportunities with the process such that individual chunks can be transplanted to other processes.

STAGE III

  • We redesign the process and test, ensuring documented steps are updated for any changes.
  • This is an iterative stage that allows us to validate and implement opportunities and further refine the process.

STAGE IV

  • The fully documented improved process is rolled out.
  • Along with the roll-out, a review model is put in place which will outline key dates or circumstances (for example, changes in your people, technology, or business) under which the process should be reviewed.
+ What are the symptoms of poor processes?
  • You or your customers are frustrated that seemingly simple things are unjustifiably complicated or are not getting done as they should
  • There is a lack of consistency or high error rate
  • Tasks that require too much time or effort for the output or value generated
+ Why are poor processes so prevalent?
  • They were developed (or subsequently updated) as a Band-Aid solution
  • It was assumed as a one-off application or one-time fix for a particular situation
  • Priorities are not clear
  • You don't have the time to fix it—and assume the time investment to do so is high
  • You are unclear of the long-term need for the process

Applications

Customer Experience

Sales

Reporting

Employee Onboarding

Performance Reviews

Workflow Management