Other Services

…Supporting Transformation, Change, and Improvement in Service Sector Organisations

Service Design and Improvement

– including Target Operating Model Development

Over the years we have developed a useful and effective template for service design and/or assessment.

Often we have found that a target operating model or service design template or process misses several seemingly innocuous but crucial components, which will have an impact on overall performance.

We ensure that your service design considers EVERY aspect so that you have a more in-depth understanding of the relevant variables and their impact on the successful delivery of your service, and help to ensure that your service is more likely to perform optimally. The same framework, adjusted as an audit tool, is incredibly effective for assessing business service performance and identifying the critical factors which will improve the likelihood of optimal performance.

Optimising Your Systems and Processes

Process Mapping

Process Mapping and Analysis / Process Design or Re-Design
Looking in depth at the individual administrative functions within your business or organisation; then helping you to perform these functions more efficiently, and more effectively, and make optimum use of the systems and tools available.

Also, helping you design and implement the most efficient and effective systems, and processes, for any new businesses, departments, or projects.

Imagine – reducing the administrative burden and freeing up capacity to do the work which really adds value…

Find out about Business Process Improvement (BPI)

Benefits – Significant and sustainable cost savings. Better customer experience.

Requirements Management

Eliciting, Documenting, and Analysing High Level Business Requirements, and IT solution Requirements
We work closely with you with you to fully understand what your business and functional needs are, and consider how these can best be served by technology.

Documenting your needs (requirements) in a way which will help IT providers and developers to understand what functionality you will require from their available products or bespoke solution. This is supported by useful visuals such as use case diagrams, data models or simply rich pictures.

Give us a call to find out more. What have you got to lose?

Benefits – Thorough, Clear and Objective set of requirements to support procurement and change.

Assessing and Improving Customer and User Experience (CX and UX)

What are the touch points your business has with its customers?

What are your customers experiences and interactions with your processes, your forms, your staff, your signage, your paperwork, your IT and telephone systems, or your website?

It’s no longer good enough to sit around and wait for a bad customer experience to happen, and then react, and not thoroughly considering this in any design is very risky.

We work with you to develop an exhaustive set of scenarios (or use cases) i.e. transactions, or enquiries etc. We then capture and record (in a useful flowchart) the stages involved, and the experience felt or presumed when undertaking the chosen scenario activities.  Then, we provide you with a valuable and honest critique of the customer’s experience of your business or organisation, relating to each scenario – and we help you to identify and implement improvements where necessary.

Give us a call to find out more. What have you got to lose?

Not convinced? – Take a look at this great infographic (What do customers hate most about bad customer service?)

Benefits – Happier customers, improved reputation, less waste.

Troubleshooting / Problem solving

Problems can have a number of causes, but identifying and fixing the root cause is often overlooked; and temporary fixes favoured as an immediate solution. Over the longer term, this common methodology costs significantly more time and money.

As an external agency, we are unaffected by your day to day demands and time pressures, or by internal culture, history, and habit. We can provide a valuable and objective investigation to understand the root cause of your problem or issue. We can then identify and, more importantly, implement a permanent solution.

Benefits – Issues and problems fixed permanently. Objective solutions. Minimal interruption to business operation.

 

So, if you’d like an informal chat, or to take advantage of a free consultation with no obligation, please get in touch