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Business Process Re-engineering – Best Practice Consulting

MetaPerformance provides best practice-based Process Solutions tailored to suit the customer requirements.

MetaPerformance helps to reinvent business operations through industrialised business process expertise, technology, advanced analytics, and data. We design intelligent solutions for superior business outcomes.

Besides recommending appropriate technology components (such as Robotic Process Automation, Artificial Intelligence, workflow, Digital Platforms, self-service), we also utilise various other techniques when redesigning these Value Streams

  • Lean Manufacturing principles often assist us in ensuring cost efficiencies and waste reduction (waste is often as a result of rework, hand-offs, bottlenecks, overproduction to mention only a few)
  • Kanban – WIP, push vs pull
  • Queueing theory

THE PROBLEM:

Organisations are under pressure. Margins are stressed from all sides because of steadily rising labour costs and more intense competition.

On top of that, today’s customers have high expectations from efficient interactions with companies to convenient, reliable, and value for money product and service deliveries. The customer’s expectations continue to surge as digital disruptors alike raise the bar for personalised service — on the back of what, at times, is an advantaged cost structure. As organisations struggle to adapt, and even to survive, they increasingly pursue initiatives to address margin strain and more demanding customer expectations.

While these cost pressures are not new, many organisations are still grappling with cost-reduction levers. Unable to pass on costs to their customers in this hypercompetitive environment, organisations are looking towards MetaPerformance to assist them to bolster margins.

So, if you are concerned about the economic outlook, and if you get challenging questions from your board about the resilience of your business performance, how do you best respond? It turns out that in times of crisis and in times of economic slowdown, not everybody fares the same. Those organisations that make the shift to an operating model that combines operations capabilities with digital technologies, one that can create value, lower costs, and improve customer experience, giving organisations an edge in a highly competitive landscape, are the ones that do well.

Transitioning to this new operating model can result in productivity gains of up to 30 percent, reductions in turnaround time, and growth.

 

THE PROMISE:

We help organisations make the shift to the new operating model. How do we do it? We analyse the end-to-end processes (Value streams) and how it’s enabled by people and technology (digitize the end-to-end business processes and services) to generate value. This approach powers excellent customer journeys (end-to-end Value Streams). In an era of consumerism, digital, and data disruption, we help our clients examine their business and operating models to find a solution that will enable a step-change in performance. Recent examples of our work include:

  • Rand Mutual Assurance (RMA): simplified and digitized the Claims administration process at this large Compensation Fund Administrator, cutting cycle times and costs and increasing customer centricity
  • Alexander Forbes (AF): simplified and digitized the Claims administration process at this large Insurance Company, cutting cycle times and costs and increasing customer centricity
  • Cross-Border Road Transport Agency (C-BRTA): helped them to digitize and automate their processes, cut the time it takes customers to get permits from weeks to hours

 

Our approach to BPR:

  • We map Value Streams (end-to-end processes) viewed from the customer’s perspective into the organisation (outside-in approach). We view each stimulus/response mechanism from the customer’s perspective
  • When we track the end-to-end processes as a stimulus-response mechanism from the customer’s perspective, we avoid silos and systems operating in isolation. Our Value Streams, therefore, look at all the internal processes and interactions. Once we’ve mapped these journeys (end-to-end processes), we apply technologies and operations capabilities in a coordinated way, moving beyond the silos that prevent many organisations from achieving maximum impact. Our approach ensures employees collaborate effectively across business units, functions, and reporting lines. Being siloed prevents organisations from realizing the business impact.

The MetaPerformance consultants work with our clients to collaboratively define the current (AS-IS) Value streams and then rethink and collaboratively redesign them (TO-BE) with our clients to improve overall efficiencies, effectiveness, and customer-centricity.

As Industry 4.0 continues to advance with breath-taking speed, unleashing new capabilities at equally breath-taking speed, it’s all too easy for business leaders to succumb to relying solely on technology to drive operational improvement. Automation, advanced analytics, digital performance management, cloud computing, machine learning —all offer powerful and game-changing ways for organizations to achieve new heights in operational performance. But the costs and effort these technologies and platforms entail can often exceed their payoff. The expectations surrounding them, it turns out, are often inflated. Organisations need to focus as much on the enablers — the actual processes, people (role clarity and accountability) —as they do on the Industry 4.0 technologies.

We’re firm believers of systems thinking and hence our comprehensive solutions (people, process, and technology) ensure long-term sustainability.  Systems thinking is a holistic approach to analysis that focuses on the way that a system’s constituent parts interrelate and how systems work over time and within the context of larger systems. The systems thinking approach contrasts with traditional analysis, which studies systems by breaking them down into their separate elements. Systems thinking is the ability or skill to perform problem-solving in a complex system. A system is an entity with interrelated and interdependent parts; it is defined by its boundaries and it is more than the sum of its parts (subsystem). Changing one part of the system affects other parts and the whole system, with predictable patterns of behaviour.

We bring world-leading designers and technical experts to redesign the entire experience and radically improving the customer journey

Robotics and automation are dramatically reshaping the global economy. We help our clients identify the newest technologies to change the way they work. From delivering faster customer service to better quality products and efficient operations, robotics and automation provide enormous value for organisations that adopt them at scale. Digital capabilities such as automation, AI, analytics, cloud, and emerging new technologies are often used in our designs.

CHANNEL DESIGN: FRONT-END TO THE VALUE STREAM (END-TO-END PROCESS)

When we design the end-to-end processes (Value Streams) we often apply the following design principles:

  • Channels are integrated, enabled by a fully integrated Customer Platform (including a customer relationship management system, which will allow for a single view of the customer).
  • Omni-Channel: The Customer experience must be consistent across channels (consistency in language, look and feel, and branding).

 

  • Omni-Channel: is a cross-channel business model to improve the customer experience. The approach includes channels such as physical locations (regional offices), FAQ webpages, social media, live web chats, mobile applications, and telephone communication. Omni-channel suggests the integration of all physical channels (offline) and digital channels (online) to offer a unified customer experience. Omni-channel is a “seamless and effortless, high-quality customer experience that occurs within and between contact channels

 

The most popular parts of Omni-channel in for instance banking include ‘zero drop rate’ channel integration, individualising channels for customers and marketing other channel options.

Omni-channel has overtaken multichannel. Businesses have been encouraged to add an increasing number of channels with which customers can interact with the business, including chat, SMS, and social media. Omni-channel offer customers the same experience across all channels.

  • Mobile Channels – to enable self-service
  • Point of Contact Resolution – service requests to be resolved at the point of contact with the customer (empower the front-office)

OTHER PROCESS ENABLEMENT PRINCIPLES AND TECHNOLOGIES

  • STP – straight-through processing.
  • RPA – Robotic Process Automation
    • A technology that mimics the steps of a rules-based, non-subjective process, able to consistently carry out prescribed functions and easily scale up or down to meet demand. Process automation can expedite back-office tasks in finance, procurement, supply chain management, accounting, customer service, and human resources, including data entry, purchase order issuing, creation of online access credentials, or business processes that require “swivel-chair” access to multiple existing systems.
  • Artificial intelligence (AI)
  • E-commerce
  • Workflow
  • Optical Character Recognition (OCR)

 

Our solutions also harness data, and intelligence to deliver the right information where and when it’s needed.)

To conclude, MetaPerformance helps reinventing business operations through industrialised business process expertise, technology, advanced analytics, and data. We design intelligent solutions for superior business outcomes.

 Besides the technology components, we also utilise various other techniques when redesigning these Value Streams

  • Lean Manufacturing principles often assist us in ensuring cost efficiencies and waste reduction (waste is often as a result of rework, hand-offs, bottlenecks, overproduction to mention only a few)
  • Kanban – WIP, push vs pull
  • Queueing theory

MetaPerformance has rich experience and skills in the implementation of these world-class, best-practice frameworks and facilitates an outcome drive approach for Process Improvement, thereby enabling the customer’s strategic objectives.

Our solutions could include frameworks like CMMI, ITIL, COBIT, Six Sigma and PCMM.

MetaPerformance is also a proud partner with premium Software Engineering organisations like the Johannesburg Centre for Software Engineering (JCSE), for the successful implementation of these world-class best-practice frameworks. Some of the specific Process consulting services offered by MetaPerformance in partnership with the JCSE are:

a) CMMI based SCAMPI Class A, Class B and Class C appraisals

b) CMMI based Trainings for Development, Services and Acquisitions Constellations

c) Gap Analyses, Action Planning and Implementation

d) Benchmarking

e) Strategic Due Dilligence

f) Process Re-engineering, Mapping and Definitions

g) Best Practice Trainings

Who We Work With

  • AlexanderForbes
  • Rhodes
  • Bestmed
  • Anglo American
  • DataCentrix
  • Enviroserv
  • FirstRand
  • Sasol
  • FTP
  • MTN
  • Omnia
  • PEP
  • SABS
  • Sasol
  • StandardBank
  • SunCityResort