Work practice and process redesign
IMPROVING CUSTOMER EXPERIENCE AND EFFICIENCY THROUGH STREAMLINED, CUSTOMER-CENTRIC PROCESSES
Whether as part of a larger program of work or a stand-alone stream, improving work practices and business processes creates opportunities for organisations to dramatically improve customer and employee experience and reduce inefficiencies and costs.
Mapping current processes and using human-centred design to optimise target-state work practices is a valuable and efficient way of improving organisational performance. Adopting an agile approach to the design and implementation of new practices and processes, allows organisations to generate ‘quick wins’, building a positive response to change and realising benefits sooner.
Our approach to design is highly collaborative, ensuring subject matter experts and key users from impacted business areas are at the centre of the design process; increasing buy-in; ensuring the best solution is identified and building valuable skillsets within the organisation; creating a foundation for continuous improvement.
CLIENT SPOTLIGHT
Organisational streamlining to increase efficiencies and reduce costs at global financial services organisation
Mozaic was engaged by the Deputy Managing Director to lead Australia’s response to a Group initiative focused on a whole of business organisational reform. The outcomes of this included:
o A leaner more efficient workforce with reduced duplication of functions; increased accountability; and quicker decision making
o A signification and sustained reduction in workforce cost
Working closely with HR, Mozaic delivered process design capabilities to the Office of the Managing Director, utilising senior Mozaic process and optimisation consultants.
