Process discovery & improvement

In many companies, the processes by which work gets done are improvised rather than architected. Having evolved organically over time under the direction of various stakeholders, improvised processes are often inefficient and poorly aligned with corporate strategy. Left untouched, these processes act like a hidden anchor on the business, dragging down the overall effectiveness of value-producing activities. In more extreme cases, poor processes create an inferior consumer experience, hurting both revenue and brand equity. The way forward is through process discovery and optimization. We begin by interviewing the people closest to the work, asking about the details of their job: the inputs they receive, the outputs they produce, the steps they take, the tools they use, and how they know whether they are doing it well. Their answers result in process maps that document the “as-is” state of current practices. The “as-is” state is then analyzed for efficiency, measurability, and alignment with strategy. Working with our clients, we then architect new processes that are clean, efficient, and powerfully aligned with long-term business goals