Senior Consultant managing one other Consultant delivering detailed identification of improvements to core business processes to drive increased efficiency across the processes, data and systems with a primary focus on delivering excellent customer service. The TAFE operated in 3 Separate but inter-linked campus locations. The project commenced with a Process Inventory development Phase, identifying nearly 250 business processes, of which 40 supporting customer discovery and study decision making were selected using agreed prioritisation filters for the detailed analysis and improvement;

• Identified customer critical processes aligned to vision to be a business built on the customer experience.
• Examined the efficiency and effectiveness of its customer critical processes.
• Identified current disconnects, in particular the non value-adding activity.
• Identified changes to enable SCIT to deliver the highest quality service, in the most productive way at the most competitive cost and time to output.
• Worked with teams across the Institute to re-design the process to ensure alignment with its vision.
• Provided opportunity for transfer of process improvement skills to SCIT.
• Developed an implementation plan and work with internal staff to transition to agreed revised processes.

Achievements;
o The process changes were multi-dimensional, involving 40% sequence / responsibility redesign, 25% technology change, 30% business policy change, and 5% people and skills change requirements.