Business Process Review – National Charity

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The brief:

Our client had made many previous, unsuccessful, attempts to map and understand their internal operating processes to enable them to develop a new operating model and reduce staff overheads/increase productivity. We were asked to create a streamlined and standardised approach, designed specifically for the needs of their organisation that was user friendly and easy to maintain. A further requirement was that all colleagues, managers and the senior management team were engaged in the process and had ‘bought in’ to the agreed approach

What we did:

We requested that we work with a member of staff from the outset, someone who could be trained in process mapping methods, to build capability and retain ownership of the solution within the organisation after we left. This also allowed us to prepare workshop activities, schedule staff time and accelerate progress, whilst minimising the investment cost to the organisation. Together, we mapped 25 businesses processes with each of the operational teams, engaging staff and managers in a conversation that enabled them to understand more clearly ‘who does what’. This created a clear, and agreed, view of accountability and ownership of each of the 25 processes, validated via a staff survey – a significant factor in bringing staff with us and engaging them in identify better ways of working

The result:

With our support, our client was able to clearly understand how the work got done and begin a process of re-organisation and restructure – the strategic requirement that had first triggered the project. Numerous operational improvements were also identified during the review. Whilst this wasn’t in the original brief it enabled the organisation to reduce the risk inherent in the delivery of some of their business processes, create additional capacity for fundraising within the existing staff establishment by improving the efficiency of how things get done and being able to allocate resources more effectively. By sharing our knowledge, insights and expertise with the member of staff who supported us throughout the review, we were able to create an in-house, self-sustaining improvement resource, able to carry on the improvement process.