Services  → Workshop Facilitation

Service and Process Deep-Dive

Understand the challenges and opportunities within a service or process, align on a target state, and co-create a concrete plan to get there.

The goal is for a team to understand the challenges and opportunities within a service or process, align on a target state, and co-create a concrete plan to get there.

When to use this format

  • Need for improving a broken or inefficient process(es) (identify waste removal or improvement opportunities)
  • Assess opportunities for digitalisation of a given process
  • Evaluate part of a process/service to transfer to different business units or location
  • Need to review and refocus a service that is too costly or delivering below required quality.

How it works

Session 1 - AS IS
3-4 hours

We describe the service/process and deliverables using templates inspired from the lean methodology. We discuss main challenges and ideal target state.

Between sessions - Process & service measurement

I send out questionnaires to measure service and process efficiency and quality.

Session 2 - TO BE
3-4 hours

Based on the findings from the AS IS workshop, we discuss opportunities for improving the service or process by looking for opportunities for refocusing the service on main deliverables, eliminating waste, improving some process steps, areas to automate or digitalise or to transfer to another business unit or location.

Follow-up - Concrete plan
1-2 hours

We align on a clear action plan: initiatives, owners, and deadlines.

After the two workshops and follow-up sessions you will have a detailed analysis and action plan to start implementing changes.

Deliverables

  • AS IS process or service map and measurements
  • TO BE process or service
  • List of challenges & opportunities for improvements / changes
  • List of concrete actions

Reach out for a 30-minute free call (English or Danish) to discuss how we can help you