Issues, Goals & Benefits

Here are some examples of common issues driving process programs, root causes, goals for solutions, and the benefits you can expect from implementing the solutions built within a business process program.

1) Customer Service

IssueCustomers are complaining about our service.
Root causeMost organisations have got to where they are today by building processes for individual functions. Managers focus only on their own functional output, and so the end-to-end process for the enterprise as a whole will not be optimised and cost and effort is wasted in non-constraint functions.
GoalsWe want everyone focused on service to our customers, not functional outputs.
BenefitsWe will get consistent, high quality, minimum cost service delivery and market credibility.

2) Timeliness

IssueThere’s a lot of time wasting, we take too long, but we need help fixing it.
Root causeTime is wasted waiting between tasks, this is unproductive wait time.
GoalsWe want our people to do things promptly, with minimal delay and time wasting.
BenefitsWe will get reduced cycle time, which will keep our customers coming back and encourage them to recommend us to others.

3) Effectiveness

IssueThings keep going wrong. We have internal objectives, KPIs, and all the ‘right’ management tools, but they don’t give us the excellence we want. There must be a better way.
Root causeWe have been trained to work on functional or departmental outputs, we are internally focused and facing each other; instead we need to face the customer and focus on delivering to the customer.
GoalsWe need to make what we do work for the organisation, not just for the function or department.
BenefitsWe will be recognised for our operational excellence.

4) Efficiency

IssueWe know we are inefficient, we’ve tried to improve, but somehow we don’t seem to be getting anywhere.
Root causeWe are focused on tasks, not processes.
GoalsWe need processes to improve the way we do things.
BenefitsWe will minimise our costs whilst improving value.

5) Culture

IssueNo-one will take responsibility, there’s a lot of buck-passing and passing up the line.
Root causeWe are production and internal performance oriented, not customer and service oriented.
GoalsWe need front-line decision-making within guidelines, with people taking responsibility for their decisions. At the same time we need to have confidence in outcomes as a matter of governance.
BenefitsWe will have a collaborative, customer-focused culture, with rapid response and high performance within policy and governance guidelines.

If you don’t see your issues or goals above, contact us and let’s discuss your issues and how we might be able to help you.

We offer a free 2 hour consultation visit with your CEO or other senior executive(s) at any Sydney location.