Area of Expertise
Business Processes and Performance Management
Harnessing the Potential of Your Organisation
Head of Practice
Other consultants
Summary
Business processes are the life-blood of an organisation. They translate corporate strategy into operational activity - any process inefficiency or misalignment will directly affect the organisation’s profitability and competitiveness. Western Consultants’ Group has a dedicated Business Process and Performance Management practice that has helped our clients with the following issues at all corporate levels:
- Strategic: Lack of alignment between Customer Service strategy with corporate strategy, fragmented channels and islands of information, and a lack of clear differentiation between Front Office and Back Office activities.
- Tactical: Process inefficiencies and lack of progress in meeting performance targets or complying with local government targets.
- Operational: Poor process definitions and sub-optimal call-centre scripts.
In addition, we often find a process mismatch between differing corporate levels cause operational inefficiencies.
Our proven methods have helped transform both public bodies and commercial enterprises using industry-recognised Business Process and Performance Management techniques. We aim to deliver measurable business value early, regularly and often. By ensuring that staff are continuously involved, we make certain that those engaged in the programme are motivated for its success.
Somerset Waste contacted us with a strategic problem that their recently-combined collection services were not aligned with forward-thinking corporate strategy. Western Consultants’ Group members were able to perform a capture and analysis exercise to ensure the best elements of each existing service were incorporated into a new, combined service that was aligned with high-level corporate objectives.
Drawing on the experience from our Project and Programme Management practice group, we were able subsequently to plan and launch the execution of a programme of work to implement the business changes required.
Senior management stated that they were “very pleased with the fast progress and minimum time of their staff away from serving customers”. Read more…
Benefits
Like Somerset Waste, we are able to directly and measurably improve the efficiency and profitably of your organisation.
Every member of our Business Process practice group has over fifteen years’ experience in the field and we are pleased to offer training courses to pass on this knowledge to your team. All aspects of business process work are covered, including analysis, improvement, re-engineering and management.
Details of our full business process client list are found here, or click here to contact us to discuss matters further.