What We Do

Process Transformation

Over 3 days we facilitate workshops with your staff using our proven Process Transformation Method (PTM) that will enable significant cost reductions and customer experience improvements to your chosen process. We bring your staff on the journey by guiding them through the re-design process. Your staff will love working with us – we make the process relaxed, enjoyable and even inspiring.

Our Process Transformation Method (PTM) is a tried and tested method that we have used across a wide range of industries over the last 10 years. In the spirit of process improvement, we improve the methodology every time we use it. That’s why our clients find it so effective they rave about the work we do!

Summary: Facilitation of 3-day process improvement workshop by global process improvement thought leader + expert consultant (10+ years’ experience in process improvement), including:
 

Current State: * Analysis of current customer experience

  • Analysis of desired customer experience
  • Analysis of good, bad & ugly of the process
  • Definition of customer value proposition
  • Current state process mapping for entire start to end customer experience
    • Identification of tasks
    • Identification of systems used
    • Identification of roles performing tasks
  • Identification of current customer interaction points and CX rating
  • Identification of process hand-offs
  • Identification of effort time per process step
  • Identification of elapsed time per process stage

Future State: * Current State Process Review / Recap

  • Innovation brainstorming
  • Identification of quick win improvements
  • Identification of longer-term improvements
  • Linkage of improvements to current state process
  • Analysis of Current State process to define steps eliminated
  • Analysis of Current State process to define steps improved
  • Identification of further business requirements required to move to future state (linked to tasks in process)
  • Facilitation of creation of new future state process, including
    • Identification of tasks
    • Identification of systems used
    • Identification of roles performing tasks

Upon completion of the 3-day workshop we will complete the following documentation for you so you can immediately start implementing improvements:

  • Customer Experience
    • Current customer experience
    • Desired customer experience
    • Good, bad & ugly of the process
    • Customer value proposition
  • Process Overview (level 1/2) in Visio & PDF
  • Level 3 (task level), swim lane current state process maps in swim lane format in Visio & PDF including: o Tasks
    • Systems used
    • Roles performing tasks
    • Tasks Eliminated (colour coded)
    • Tasks Improved (colour coded)
    • Tasks Unchanged
  • Level 3 (task level), swim lane future state process maps in swim lane format in Visio & PDF including: o Tasks
    • Systems used
    • Roles performing tasks
  • Process Data (in Excel) for current and future state process, including: o Tasks
    • Systems used
    • Roles performing tasks
    • Tasks Eliminated
    • Tasks Improved
    • Tasks Unchanged
    • Current customer interaction points and CX rating
    • Current process hand-offs
    • Future customer interaction points and CX rating
    • Future process hand-offs
    • Current Effort time per process step
    • Current Elapsed time per process stage
    • Future Effort time per process step
    • Future Elapsed time per process stage
    • Actions required to enable change from as-is to to-be state (business requirements / action plan)
  • Documented cost per single current process
  • Documented cost per process annually (subject to client providing process data volumes and employee staff costs)
  • Process maps linked to Process Diagnostic Data (excel spreadsheet / PDF)
  • Customer experience improvement analysis (current to future state)
  • Creation of report in word & PDF containing all documented outputs
  • Key improvement recommendations including quick wins & longer-term improvements
  • Improvement summary including number and % reductions of tasks, customer interactions, hand-offs and process costs.

Price: $17,600+GST* Per Process

*Extra charge of $4,400+GST applies for any additional days required.

Please contact us to arrange a chat or a complimentary scoping session to discuss your needs.

Customer Value Proposition Design

We utilise the Strategyzer Customer Value Proposition methodology to redesign and improve the value of new or current services. It is the ideal way to test the value you are providing to your customers prior to engaging in process transformation.

Here’s what it involves:

●  Facilitation of 1 day Customer Value Proposition workshop
●  Customer Persona Definition (1)
●  Customer Profile Mapping (Gains / Pains / Customer Jobs)
●  Value Mapping & Ranking (Products & Services / Pain Relievers / Gain Creators)
●  Customer / Value Fit Analysis
●  Definition of Design Principles
●  CVP Statement Definition
●  Documentation of workshop outputs (report)

Price: $6,600+GST

Please contact us to arrange a chat or a complimentary scoping session to discuss your needs.

Customer Persona Definition

We help your staff to define their 5 most common customer types. We help them get inside the minds of their customers to paint a picture of who they really are so that they can tailor products, services and processes to create experiences that meet their needs in the most effective way possible.

Here’s what it involves:

●  Facilitation of 1 day Customer Persona Definition Workshop (at your premises) including social, demographic & behavioural attributes
●  Customer Persona Definition (5)
●  Documentation of workshop outputs (report).

 

Price: $4,400+GST

Please contact us to arrange a chat or a complimentary scoping session to discuss your needs.

Business Process Consulting

handshakeNo-one knows process like we do – and we get things done faster and at a higher quality than any other consulting firm in the market – we guarantee it. We can provide consultancy on a range of areas relating to business process improvement and management.

Some examples include:
●   Framework / Methodology Reviews
●   Business Process Software Tool Selection
●   Resource Planning / Modelling
●   Change Management Planning
●   Business Analysis
●   Transformation Programme Planning

Price: POA

Please contact us to arrange a chat or a complimentary scoping session to discuss your needs.