Services · Operational improvement
A process that no longer
fits the work it carries.
Review of how a service or operation runs, a redesign your team can keep running, and documentation that will stand up to governance and audit.
In brief
Processes are usually designed once and then stretched. Volumes grow, systems change, people leave, and the way the work is really done drifts away from the way it is written down, until effort is lost at every handover.
We start on the ground, with the work as it is carried out. From there we establish where the effort goes, design changes that fit the people doing the job, and write down the result so it survives the next change of staff.
What we deliver
An improvement engagement is built from the elements below, in the proportion the operation needs.
- Process review: mapping how the work is carried out, end to end, and establishing where effort, time and accuracy are lost
- Practical redesign: changes designed around the people doing the work, not around the auditor, so they can be sustained without a standing retainer
- Business cases, documentation and reporting: papers, reporting packs and records written to a standard that will stand up to internal governance and external audit
- Handover and embedding: the redesigned process run with your team until it holds, then handed over with the understanding behind it
When to call us
- A service runs on effort and workarounds, and the people who know how it really works are the ones who are about to leave.
- A system implementation changed the tools but not the process, and the operation is now working around both.
- An audit or governance review has asked for evidence of how something is done, and the honest answer is that it is not written down.
Tell us about the process.
Describe the service or operation that is causing difficulty and what has already been tried. We will say what we think is going on and whether we can help.
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