Improving processes in administrative environments
Maximizing efficiency
Efficiency projects we apply in sectors where the production job is administrative in nature for example in banks, insurance companies and public companies. Administration includes all involved processes and administrative functions directly related to administration from solving to planning work and all other processes related to the handling tasks. Focus on the administrative tasks are common sense and often there are really big gains to work a little smarter - both for employees and company bottom line.
The challenges
We are typically asked to consult when departments do not perform as desired, and are having difficulties in ensuring a stable and predicted workload. It is experienced in particular by:
• Accumulated piles of cases which reduce customer service level and extend the lead times
• Too little of the actual time spent on value adding activities
• Many solved tasks have poor quality and must be reconsidered and changed, even before they are completed
• Lack of overview of the processes, resources and performance.
What we do
ANALYSIS: The first part of the project is doing an analysis. We have extensive experience in identifying problems by conducting assessments and analysis, which leads to identification of the root causes. We often involve employees in the analysis to gain benefit from their knowledge. The analysis may, for example composed of organizational analysis, value chain analysis, time studies, resource and capacity analysis. Results of the analysis is documented and qualified through empirical data to ensure that the identified challenges are the real reasons.
IMPLEMENTATION: When the analysis is complete, we implement the improvements in close cooperation with the employees this ensures optimal anchorage and efficiency from day one. Immenso often helps with management coaching and training of employees in the new workflows. We use performance management actively throughout the implementation, so we can see the effects of work immediately.
There is an improvment potential
It is about creating processes and routines, which give employees time to do what they do best, eg. the sales responsible want to have more time to direct sells time, the doctor wants fewer administrative tasks and more time interacting with patients. Immensos solution concept is far from complicated, but straightforward and simple so everyone can understand the improvements. When Immenso completes a project, it is not unusual to achieve significant improvements:
• The processing time is reduced by 50-70%
• Lead times concerning cases are reduced by 50-70%
• A larger portion of employee's time is used for value-adding activities
• The organizations performance can be monitored daily through Key Performance Indicators.