Services & Programmes

We enable you to increase your process productivity by 25-40% even when Lean and Six Sigma approaches have stopped working for you

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 Exception, 1996)

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 you:

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 inefficiency.
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 issues
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 satisfied.”

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