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.



  • 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.


  • 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.


  • 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.


  • 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


Customer Experience



Employee Onboarding

Performance Reviews

Workflow Management