We enable you to increase your process productivity
by 25-40% even when Lean and Six Sigma approaches have stopped working
Q. How can the City-Process Transformation service help
make you be more successful?
A. We can enable you to increase process productivity by 25-40%
with meaningful improvements within 30 days
"You may be doing
things right but are you doing the right thing?"
Steve Towers (Customer Expectation Management – Success without
City-Process Transformation Service
Many financial institutions after enjoying initial success have
found that there process improvement and Business Process
Reengineering initiatives are no longer producing the results they
need. In response to the 'credit crunch' many IT and back office
functions have seen severe budget and headcount cuts imposed on
them, however the demands placed on them to operate complex
processes with high service quality are unchanged. These functions
now need to deliver significant productivity improvements within
their people and processes to meet the demanding service delivery
expectations placed on them.
You wouldn't trust a surgeon to operate on your heart until they had
carried out a thorough diagnosis of your condition before putting
you under the knife. Similarly, before we start we help you develop
an understanding of the current processes and their relationship in
terms of alignment to achieving 'Successful Customer Outcomes'.
These are the things that your business exists to do in terms of
providing product and service and we undertake with you a process
audit and create a 'process landscape'. This diagnostic exercise is
a thorough diagnosis of your key processes to help you understand
their true nature in terms of efficiency (doing things right),
effectiveness (doing the right things) alignment (meeting the
Successful Outcomes). Based on current state 'process landscape', we
develop a 'rapid action' plan for you to get back on track quickly
and with confidence. Even with the best plans in the world, this
doesn't guarantee results. We put in place expert practitioners to
work alongside you shoulder-to-shoulder so that you can enjoy
meaningful productivity improvements within 30 days and see you
through to 25-40% productivity improvements.
Purpose of the City-Service Transformation service
We help you transform the cost effectiveness of your key service
processes by helping you increase your productivity by 25-40%. You
can expect to see tangible performance improvements within 30 days.
Results & key benefits
We will help you deliver a 25-40% productivity improvement to key IT
and back office processes.
We guarantee that you will see immediate productivity improvements
within 30 days.
In addition, we will provide you with an expert diagnosis of your
key processes and current situation by independent experts to
accelerate putting you back in control with confidence. You will
also receive impartial feedback on the seriousness of key risks and
issues, their impact and what needs to be done to resolve them.
We help you free up your most precious resource which is being
consumed with managing often complex and interdependent processes
and systems in difficult situations. Our intervention will enable
you to get back to managing and controlling processes at a strategic
and operational level (rather than being number one firefighter!).
If you are suffering from severe backlogs and service delivery
issues as a result of headcount and budget reductions, we will agree
with you a target to make dramatic improvements within 30-90 days.
City-Service Transformation service - How does it work?
Step 1 – Information harvest – “seek first to
understand” (Steven Covey – '7 Principles')
Our initial step is to gather together the critical information,
data and insights on the status of your key processes. We do this
through structured interviews with the key stakeholders, managers
and staff involved in the processes. We undertake a process audit
and develop an initial process landscape which identifies the hills
and valleys of efficiency, effectiveness and alignment. We review
the process metrics in place and then seek to understand the
critical dependencies (process, people, systems and strategy) and
how the key process interdependencies are being managed.
Step 2 – Take control
We take the critical
information gathered in Step 1 and map this information against our
expert process diagnostic framework and toolset. We can then give
1. A prediction of opportunities and risks based on an
understanding of the Process landscape.
2. Identification of key risks and challenges that will jeopardise
process success in improving significantly productivity.
3. Identification of the root causes of issues most likely to lead
to future process failure.
4. A high-level Action plan to correct key issues, incorporating
rapid action plan steps to start to drive productivity and reduce
5. An assessment of the key stakeholder buy-in critical to the
success of process portfolio across your organisation, your
suppliers and partner businesses critical to ensuring successful
outcomes and delivery
6. Our expert, independent perspective on how robust your process
management & governance disciplines are and answering your concerns
as to whether they are fit for purpose
7. And finally our perspective on the suitability of your process
development plans and estimations of the benefits to be gained.
Our overriding objective is to give you this expert diagnosis
quickly so that you can judge what the level of required
intervention is commercially justified.
Step 3 – Identify root causes and address critical
In our experience there are a number of critical factors that
consistently stand in the way of process success. We use the
information gathered during our structured diagnostic (based on our
proprietary methodology developed through our experience of working
on strategic projects over 25 years in financial institutions) to
determine the most appropriate steps to address the root causes of
your current situation.
Step 4 – Action Plan implementation
Finally, we use the diagnostic assessment and resulting Process
landscape as the basis to putting together a structured plan
(incorporating rapid interventions to get you and your processes
back on track quickly). Our in-depth knowledge of financial
institutions, their business operations and IT systems allows us to
work with you and your team to determine the most optimal path to
get you back on track rapidly.
Are you ready to start resolving your difficult challenges?
We are confident we can transform the productivity of your key
processes within IT and back office operations by 25-40% . Our work with you is backed
by our no-quibble, guarantee – “no fees unless you are completely
Read our CASE STUDIES that illustrate actual results our clients have enjoyed.
If you would like to discuss your particular situation and
challenges and how our 'Process Transformation' service can work for you
then please feel free to call now for a 'no obligation' initial
discussion. You can reach me, John Corr, on Tel: 020 7748 2225 or
email me at