Senior Consultant undertaking a Proof of Concept project within the Finance Department to demonstrate the process modelling and analysis methodology for potential incorporation into a wider rollout as part of the Sustainability initiative. 2 selected business processes were analysed, the objective was to identify sustainable improvements in customer service, with a simultaneous reduction in the cost to serve.

The project completed the following;
• Defined the process architecture (hierarchy ‘drill down’)
• Mapped the current (‘As Is’) business processes with owners from the Finance Department (only)
• Captured the process details of work volumes, processing pathways, application systems, work times and role costs. Calculated Activity Based Cost model for each business process to identify the cost to serve, annualised cost, FTE requirements and opportunities for improvement.
• Critiqued the process in workshops, and documented level required capabilities for the future
• Defined future (‘To Be’) process maps incorporating the required capabilities.
• Compared current and future key process metrics to establish the business case for change.

Achievements:
o For these 2 processes ONLY, a substantial reduction in individual process ‘turn around’ time was identified, whilst attaining a sustainable cost saving per annum.