Process development:Case study

Our brief: Achieve uniformity and consistency of performance

Individuals in the same business will have different ways to do the same thing. The approach depends on the person, and the approach affects the result. Some ways of working are more successful and more efficient than others.

This was the case here – there was total lack of uniformity of systems and processes and that was causing problems.

Where we started: With a business that didn’t recognise the problem

We arrived at a business unable to see the value of consistent processes but it was clear that it was the cause of serious problems. After assessing the business and highlighting its weaknesses, we looked at what it needed to achieve to be successful and the answer was clear: Certainty.

Key people were unable to see the problems of carrying out the same roles and processes radically differently within the same business.

What we did: We systemised the business

Business systems may not seem all that exciting, but they can yield great results. In a 6 month cycle we added £140,000 profit to the bottom line and added growth to the top line of the business of 30%, just by systemising the processes in the business. We standardised the sales process and acquired several blue chip clients with this new approach.

How we succeeded: Assessment, evaluation and standardisation

We assessed every process in the business; automated, personalised, verbal or written and standardised the approach, from sales pitches or opening a new customer account, to how the back office worked and how ideas were generated and implemented.

By leaving nothing to chance and mapping how every process should work and then training everyone, we were able to deliver outstanding service, improve financial performance and drastically cut wastage and over delivery throughout the company.