Business Process Management

Business Process Management

Although Business Process Management is a part of the Methis Consulting core business, we don’t approach this as a goal in itself. We believe that Business Process Management is a tool for translating business strategy and targets into operational results. Our projects in procesoptimalisation are mainly based on one (or more) of these objectives:

    • Realizing a more efficient operation of the organization or of certain departments (cost saving, e.g. lowering cost-to-serve): increasing self-service options for customers, implementing process simplifications, automating certain process steps, realizing efficiency gains based on lean techniques, etc.
    • Improve customer service in order to increase customer satisfaction or Net Promoter Scores, reduce churn, improve the “customer experience”, improve the entry of new customers, etc.: We are convinced that an efficient operation (simple processes, reduce “waste” , etc.) is the key element for a smooth customer experience.
    • Achieving “compliance”: The utility sector and public transport sector are highly regulated sectors in which new obligations must be implemented regularly (new market model, new legal obligations such as GDPR, etc.). We ensure a smooth implementation to which we similarly link maximum operational process improvements.

 

 

For us, the critical success factors in this context are:

    • Clearly quantify the project objectives (e.g. an increase in customer satisfaction by x%, a decrease in cost-to-serve by y%)
    • Involving (and possibly training) our customers in the choice of the methodology to be applied (e.g. Lean)
    • Ensuring buy-in through frequent and substantive discussion with all stakeholders in an organization;
    • Our consultants’ in-depth knowledge of market developments and challenges within the sector;
    • Professional guidance in the translation of these process changes into systems and the day-to-day operation within your company.