Do you think process engineering is only useful to big corporations? Think again. If you could reduce administrative expense and spend the savings on programs and projects, would your organisation benefit? Well, sure it would. Even minor savings can make a major difference to a small community-based organization.
Process engineering doesn't have to be a huge, time-and-staff-consuming project. Significant gains can be made with a small investment in time, teamwork, and resources. And greater efficiency isn't the only benefit. Reviewing and revising a process is a great way to refocus on client needs and organizational goals.
MCC Workplace Solutions worked with one community-based agency to streamline their intake process. The agency helps people put their lives back together. Many clients are homeless, without identification, money or friends- difficult to keep in touch with and to serve.
The agency had included in its strategic plan the objective, "to ensure efficient and effective client services by reducing inefficiencies in the intake process, and to develop a single point of access process to reduce delays in client service and avoid duplication." First, we worked with the staff to define the objective and the success criteria in measurable terms. Then we got to work on the process.
Defining "Intake Process"
We started with a "big picture" view of the process. The agency's staff members participated in a workshop to define the process at a macro level:
- where does the process start?
- where does the process end?
- what are the seven to ten major activities in order of occurrence?
- which groups are involved?
We documented all the major intake steps to create a roadmap to follow and to help participants stay focused on the process at the detail, or micro, level. In defining the current intake processes the team noted their clients came from five separate sources.
The staff determined it had no control over one source and decided to leave that process untouched. Macro level mapping helped participants see what they could and could not improve, preventing them from wasting time and energy on a process they couldn't fix.
In the second step, the team mapped each task in the process, at the micro level, in another facilitated workshop. Each team member was assigned some of the process steps defined at the macro level. Once the assignments were completed, MCC Workplace Solutions prepared the process maps for the team's review.
Streamlined Process
The team then participated in a workshop that introduced them to process streamlining tools, which they used to analyze their four intake processes. Streamlining, the elimination of wasted steps, duplication, waiting time, and paper handling, exceeded the success criteria:
- five processes were reduced to two;
- the new process had six steps compared to 12 in the old process; and
- clients were referred to the appropriate service more quickly.
Two small changes had a big impact. A change in the agency's telephone system set-up allowed clients more direct access to counsellors. For clients on the street, every phone call costs a scarce quarter, and this change greatly improved client access.
The other change made better use of the agency's existing computer system, giving all counsellors access to all client files. Counsellors could read, use, amend, or update files for any client and clients no longer had to repeat their stories every time they reached a new counsellor. Case handling improved as a result.
| Process engineering had some additional benefits. Staff were able to put themselves in their clients' shoes to truly understand what was most important from the client's perspective. They saw that timeliness was the most important issue for their clients; delays in service delivery could result in a lost opportunity, rendering the agency's service of no value to the client.
With the streamlined intake processes, more clients can be served, and served better. The staff now works within a consistent, reliable, and client focused process. And one whole administrative position was refocused on more productive, challenging, and ultimately satisfying, work. |
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Process Counts!
Do you know what your processes are doing? Maybe it's time to take a hard look. You may be able to save time, resources, and energy.
Process engineering can help you refocus on your clients, and make the most of your agency's scarce budget dollars.
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Employees Just Want Respect
According to a Gallup poll of 15,000 North Americans, employees want, above all, to be treated with respect. They also want:
- interesting and challenging work;
- recognition for good work;
- opportunities to develop;
- managers who listen;
- results from their efforts;
- to be kept informed; and
- to be part of an effective team.
Developing a satisfying culture doesn't cost the employer one cent. But failure to foster these values can be expensive-in low productivity, attraction and retention problems, lack of employee commitment, and more.
The lesson to managers? Say "thank you" often and with sincerity. Believe in your staff. Challenge them with new assignments. Keep them informed though effective team meetings and use these meetings to build teamwork skills. Provide concrete feedback about their work. Act as their coach, helping them do their best. Remind them of the importance of their work, whether it's providing direct service to clients or support to others who do.
Don't forget your own skills. Learning how to manage effectively makes being a manager personally rewarding. Check the library for management books and the Internet for helpful articles.
Recommended Reading
- Becoming A Master Manager: a competency framework. Robert E. Quinn et al. John Wiley & Sons.
- Effective Meeting Skills: a practical guide to more productive meetings. Marion E. Haynes. Crisp publications.
- Handbook of Human Performance Technology: a comprehensive guide for analyzing and solving performance problems in organizations. Harold D. Stolovitch and Erica Keeps, Editors. National Society for Performance and Instruction
Web sites worth a visit:
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