It is rarely justified to make an exhaustive effort to improve the efficiency and effectiveness of all business processes. Rather than that, our consulting methodology is to identify the most critical areas, those with the greatest potential for return, and those where recommendations are most likely to be implemented.

This is accomplished through a comprehensive data collection effort that identifies the business processes that are most critical to the organization’s success and also the most in need of improvement. Our business process consultants then conduct a high-level business process framing exercise for each selected process to define process boundaries, process owners and key actors, major steps, issues, and an improvement vision. Our “six-pillar analysis” considers a diverse range of process enablers, including workflow, information systems, incentives, human resources, policies, and facilities. If necessary, we also map processes in their “as-is” state, utilizing a variety of process mapping tools customized to the client’s needs.

Our consultants then design the to-be processes based on the level of improvement required. Process redesign can be classified into three broad categories:

Ensure that the process is formalized. For processes that perform satisfactorily, simply formalizing them via process modeling and process mapping, documenting roles, responsibilities, major activities, and performance criteria, and then training and coaching process actors throughout the organization on the formalized process, may suffice.

Enhance the Procedure. Substandard processes in terms of cost, schedule, or quality may require optimization, but not complete process transformation. Here, our recommendations may include the elimination of waste, the consolidation of tasks, the parallelization of activities, the automation of process elements, or the application of industry best practices. The objective is to decrease cycle time, improve quality, and optimize costs.

Process Reengineering Business processes that are beyond repair or have the potential for breakthrough performance may require radical reengineering. Here, we foster innovative thinking and the application of new technologies in order to achieve multiple-fold performance improvements.

It is also critical to consider the human aspect of change when implementing any significant change initiative. Our consultants can provide the expertise necessary to develop the change management program necessary to ensure that all process practitioners possess the awareness, desire, knowledge, and skills necessary for continuous improvement. Additionally, our change management framework establishes a process owner and process actors with defined roles, responsibilities, and process metrics for each major process.