MIND LANE CONSULTING
BUSINESS PROCESS simplification
Transformation is the key to prepare for future growth & meet changing customer demands
Business processes form the ‘Heart’ of an organization and are vital to the efficient delivery of products & services to customers. As organizations grow, their products & underlying IT, supporting operational teams & processes also multiply making the ecosystem complex, non-efficient and cost intensive. On the other hand, customers are increasingly getting used to digital channels and want uniform and seamless experience at every touch point with the provider. It is therefore imperative for organizations to re-look and re-imagine their processes keeping the customer in the center, while making the operations as efficient as possible.
Our Business Process Simplification offering caters to 3 critical outcomes – Customer Experience Improvement, Operational Efficiency Improvement & Cost Reduction.
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Read below to know how MLC can help your organization achieve these goals.
OPERATIONAL
EXCELLENCE
COST
REDUCTION
CUSTOMER EXPERIENCE IMPROVEMENT
Customer experience is highly influenced during interaction with operational processes such as service delivery or request management. Factors including mode & ease of interaction, process efficiency and the outcome directly impact NPS or CES score and have a bearing on organization’s revenue and customer churn. Customers nowadays want the flexibility to interact anytime-anywhere across various digital channels, demand stable services and like to be informed proactively about their products & services.
OPERATIONAL EXCELLENCE
Operations First or Digital Operations is becoming the key focus area for organizations as they aim to improve operational efficiency without comprising on customer experience. More and more organization are shifting towards ‘DevOps’ way of working where Operational teams are expected to play a more dominant role in delivering innovative solutions or transformation projects while maintaining regular operations. Key underlying capabilities enabling this shift include creation of zero touch processes, shift left & self-care capabilities, closed loop automation and adding digital workforce to operations.
COST REDUCTION
Inefficient processes, complex operations & IT landscape, manual handling of tasks and poor governance can often lead to high operational cost & leakages. High cost to serve in turn inhibits the possibility to innovate and transform. Application of data analytics and techniques such as lean six sigma can help identify & eliminate waste processes in a systematic and measurable way. Implementation of process design principles, improvement of underlying data and automation can further help in lowering & optimizing operational cost.
Mind Lane Consulting can help your organization simplify, standardize and optimize the business processes in order to achieve these goals. Our well-established consulting driven approach ensures identification of concrete, incremental and scalable improvements based on multiple dimensions including – process re-design & improved way of working, operating model simplification, digital & automation, governance & strengthening of controls. And our strong delivery capabilities can help you implement the improvements on the ground in an agile and controlled manner.
OUR ALLIED OFFERINGS
BUSINESS PROCESS DESIGN
Process design and definition as per BPM (Business Process Modeling) standards using popular industry tools
IN-LIFE PROCESS MANAGEMENT
Maintenance & governance of existing process inventory, impact analysis of changes and communication to stakeholders
SERVICE DEFINITION
& DESIGN
Service definition and design, service structure, topology and model definition, user journeys definition, service catalogue definition & management
PRODUCT Portfolio RATIONALIZATION
Assessment of existing products, financial & non-financial analysis, identification of candidates for rationalization, To-Be product model
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