Objective
A large National service business with multiple locations ran each office as though they were a distinct business. A shift in strategy determined that these locations had to change to operate as one consistent, consolidated group.
They engaged us to assist them with reviewing and collating their current processes, as well as then developing a unified Future State.
Solution Delivery
- Managers and staff in each business unit location was given the opportunity to “state their case” to retain their specific processes. We did this through a detailed process mapping exercise. All client and contract variances were considered.
- Their unique needs were discussed, reviewed and investigated in order to “determine specialness”. We also considered whether the process was critical to customer service delivery.
- Key customer requirements were collated and consolidated.
- The multiple Current Process State maps were combined into one common Future State process map. This Future State process map standardised processes around “special requirements”, where possible.
Achievements
- Our analysis of the multiple current state process maps revealed that most of the unique and “special” requirements had elements of similarity across the locations. Genuine unique customer needs were highlighted, then compared for inclusion.
- For the first time, the business had a clear view of the service operations across all locations. They also had a clear way forward to roll out the Future State processes.
- The consistency of the collated view of process and data provided ease of measurement and comparison of Service performance across the business.
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