Operations Optimization and Lean Service Delivery Processes

Problem:  Customer service processes at the client had grown organically over time but due to lack of standard operating procedures and coordination between different business units, they were poorly understood and documented. Management had limited visibility on how to tackle these issues to meet expanded client needs.  

Goal: Fitzgerald Analytics was engaged to:

• Establish formal, detailed maps of existing processes in order to identify both quick-hit and long term solutions to streamline operations within the organization.
• Create business cases highlighting opportunities to optimize business operations while identifying metrics to monitor the impact of improvements implemented as a result of the project.

Approach:  

• Workshop Development: Fitzgerald Analytics led intensive workshops with over 50 client managers to create a consensus on the current state of the business process.
• Framework for Success: Next, we will analyze current business processes to create a framework for how to systematically improve client operations, focusing on 'cutting out the fat' of the work flow.

Result: Project is currently in process, with expected savings of millions of dollars as a result of workflow optimization.