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Organizational processes almost always influence and are affected by a combination of behavioral and communication skills (the “soft” skills) as well as operational aspects, such as work, measurement, and control processes; technology; and organizational structures. In creating a customer experience, for example, it is not enough to assimilate an attitude of service and service communication skills; it is necessary to ensure that the service delivered will be of a high quality and at the promised times, that the process of receiving the service is transparent, easy and at a reasonable price. These aspects are a result of correct work processes, suitable support systems, a correct division of tasks, interfaces that work effectively, etc.
In the public service world, there are often barriers to streamlining processes, some having to do with regulation, some having to do with accumulated distrust in the customer (causing organizations to suspect customers due to a relatively small percentage of dishonest customers), and some due to a lack of proper risk management, which leads to bureaucracy. In reshaping work processes, we try, in cooperation with the organization’s staff, to challenge these barriers by asking “why not” or “how can it be done differently?” in order to simplify processes. We integrate measurements and control processes to establish order and control in the organization. In some cases, the organization’s legal consultancy team is also involved in finding solutions to facilitate a smooth and efficient processes.
We assist organizations in redesigning work processes, with an emphasis on simplicity and efficiency, and on integration of processes focusing on value for the customer (including when they extend across divisions in the organization); building a system of measurements and controls for learning and improvement; defining needs and requirements from the support systems; adjusting organizational structures; and defining functions.