Updated 22 December, 2017

.:. BUSINESS PROCESS IMPROVEMENT .:.
Do you understand the importance of your business processes?
What are your major processes?
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Are these processes internal or customer facing?
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Are they support or value-add processes?
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Do the processes simply exist to cater for inefficiencies?
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Are they manual or automated?
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Do processes deliver one-stop customer service or are there many processes involved?
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How many times does a "piece of work" get passed from one process to another before it is complete?

Some ideas to think about

Can some processes be combined into one to reduce handovers and wait time, speeding up delivery?
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Which processes can be automated?
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Which processes can be eliminated?
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Are process owners assigned and do they have responsibility and accountability?
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Do personnel have the right tools and skills? Are they organised into high performance teams?
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Do you have process measures that tell you how each process is performing?

Business Process Improvement (BPI) can drive immediate benefit to your bottom-line. This is achieved through cost, revenue and service improvements. Even though each improvement may in itself not be very significant, a number of them added together will ensure a significant impact.

The added benefit is that the improvements add lasting value and immediate impact and can be achieved very quickly, often at very little cost.

How will BPI enhance your company's performance?
BPI starts off with a systematic review and analysis of your company's business processes.

The next step is the assessment of these processes by providing a common sense approach to improving performances and efficiencies.

BPI will benefit your company, independent of the size or industry sector.

 

Companies often believe that they have only one or very few major or apparent "problems", but on closer analysis it is often revealed that the so-called problems actually originate from other processes that are not performing efficiently or effectively.

It is really a matter of independently standing back and assessing your company with a process view.

A BPI assessment will elicit immediate quick-win opportunities in your company.
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BPI will create more effective utilisation of resources, e.g. capital, people and infrastructure.
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A major benefit of good BPI is that radical service improvements can be realised.
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BPI can significantly reduce operating costs.

Why Discovery Business Solutions?
Discovery has a proven track record of Business Process Improvement in the service industry, ie:

Implementation of call centre automation technologies such as Interactive Voice Response (IVR) and Predictive Dialing into a large call centre of 100+ seats. Massive service improvement for the customer was achieved and automation of 25% of queries was achieved.

BPI in a large collections environment led to a 15% capacity and recovery increase for debt collection actions. This was achieved through basic process improvements in a short timeframe and did not cost a cent for new technology.

Workflow systems implemented using Lotus Notes to automate a legal process. Staff reductions of 30% were achieved.

Discovery will pragmatically assess any process or set of processes and deliver the critical 20% of change that will realise 80% of the potential benefit in rapid timeframes. Implementation will always be based on a business case that covers all aspects of solution design and implementation, together with solid financials that detail the expected improvement.

What to do next
Contact Discovery for a meeting to discuss your most critical areas that keep you awake at night. A short discussion will establish whether we can deliver solutions.

Thereafter, we will undertake an assessment of the issues in the client site to provide a hard basis to demonstrate potential improvement from. This deliverable will provide the basis to contract Discovery or not.

Call Centres | HR Development | Customer Relationship | Project Management | Financial Management
Business Process | Credit Card Industry | Systems Management

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