Business Process Improvement

Business process improvement (BPI) is a management discipline to help organisations improve the efficiency and accuracy of their business processes. The main objective of business process improvement is to:

Identify wastes in business processes hampering productivity
Reduce overall process completion time
Improve the quality of the output
Reduce expenditure
Generating first time right services
Reduce the friction in the process
Remove risks and meet regulatory compliance
Improve staff satisfaction
Improve customer experience

The below steps outlines the key steps that we follow in our approach for BPI:

Define the problem based on the Voice of the Customer (VOC)
Map the current state of your business processes
Measure the current state and identify the key metrics
Analyse them and find any process gaps or improvement areas
Formulate a list of improvement initiatives
Design a cutting-edge future-state process map
Implement future state changes and be mindful of dependencies
Monitor performance of the new business state based on the key metrics

VOCX will not only help in leading the strategy for transformation that will cater for both enterprise transformation and customer excellence, but we will also drive the execution of the strategy. We will bridge the gap between strategy and delivery.

VOCX applies industry best practice methods, techniques and deep business knowledge to business process improvement. We make use of Lean Management, Six Sigma, Agile Management as well Digital Transformation.

As part of the process, we identify areas where Digital Transformation can be embedded into the business. Digital Transformation can come in the form of Robotic Process Automation (RPA), Intelligent Automation (Artificial Intelligence and Machine Learning), Analytics such as reporting, Customer digital experience, Information Management Systems and portals, Cloud and IoT.

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