Our Approach
Working with your teams to design customer-centric services and processes. Following our six-phase methodology provides a structured engagement with key decision/review points.
Phase 1 - Mobilise
discovery & planning
-
Scope
-
Customer identification
-
SIPOC (Supplier(s), Input(s), Process, Output, Customer)
-
Stakeholder analysis and management plan
-
Team selection
Phase 2 - Insight
current state
-
Voice of the customer – expectations
-
Map current value-stream - Walk the process/process mine
-
Baseline performance
-
Issues and root cause analysis
-
Data, information and demand flow analysis
Phase 3 - Ideation
innovate for the future
-
Vision and design principles
-
Option identification (inc. automation)
-
Benefit tracking principles
-
Solution generation and recommendation
Phase 4 - Design
future state
-
Future state value stream mapping
-
Future state planning
-
Customer feedback planning
Phase 5 - Delivery
initiative implementation
-
Delivery planning
-
Change management
-
Piloting the changes
-
Rollout changes / Implementation
-
Initial process performance tracking
Phase 6 - Sustain
control & reinforce
-
Ongoing process performance tracking
-
Benefits monitoring
-
Business-as-usual handover