A leading professional skill development/ certification company invited us to create and maintain a Business Process Management System. The organization has a aim to train a very large number of job seekers, mid level and senior level managers by providing skill enhancement professional certification training and then help them with placement.
This meant that the organization would have to penetrate multiple tier 1 and 2 locations in country however this had to be done in short span of time and quality of delivery, consistency and participant satisfaction is of prime importance.
By engaging us, the organization wanted to strengthen its operational capability by identifying and rigorously defining its major processes, standardize it and have stringent checks in place to ensure process mandate. This exercise also had to be supported with analysis of risks inherent in carrying out day to day activities and a complete framework for measurement of performance in order to proactively take corrective action and have no risk on reputation because of expansion plans.
Methodology and Analysis :
We developed a core operational framework that was aligned to its business goals. Each of the business processes such as business acquisition, training delivery, placement; content development and student certification were broken down into their respective sub-components and tasks. The team then partnered with the process owners to create a sound operational process along with performance measurement criteria in the form of metrics and Service Level Agreements (SLAs). Detailed cross functional process maps were created to show hand offs and interdependencies between the various departments in the organization. A data tracking mechanism was set in place to enable regular reporting and to identify performance lags.
We also assessed the potential for failures within the processes and their impact on internal customers, employees and the organization. The team partnered with the process owners in identifying methods to eliminate these failure points by changing the manner in which critical process steps were executed or by mitigating the impact of these failures, should they occur, by incorporating stronger checks and controls.
By the end of the engagement, the company had more clarity on the ‘what’, ‘when’ and ‘how’ of each of their core business processes, besides being equipped to manage everyday operations in a seamless manner. This exercise also enabled the organization to become automation ready by deploying a suitable BPMS suite at a later point in time. Company was able to scale up operations in multiple cities and mitigate the risks arising out of mitigation plan.