Process optimisation

Henrik Szokody - Globeteam

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Process optimisation

Process optimisation results in satisfied customers and employees

Not only this, but it also increases efficiency within an organisation. The most important aspect, however, is that process optimisation often means fewer errors, more predictability and automation of trivial tasks. Globeteam assists clients with process optimisation at many levels; from the “small” optimisations to the “large” ones, and usually this entails some sort of digitalisation.  

Process optimisations could come in the form of implementing and adopting Office 365, for example, to improve personal efficiency or optimise collaboration in groups – internally and across organisations.  

Larger process optimisations might well take place with the delivery of specially developed systems or with Casewhere; which is Globeteam’s own configurable standard platform for process support. Lastly, we can also offer guidance and assistance for process optimisation with the use of the client’s existing IT solutions or provide help acquiring new ones.  

Process optimisation

Globeteam has a holistic view on process optimisation, focusing on three areas in particular:

1. Creating an overview of the profit potential: what is the potential, and in which part of your business?  

2. Choice of technology: we have broad and in-depth knowledge of the technologies and systems that can optimise an organisation’s processes; whether they are CRM systems, ESDH systems or processsupporting systems. 

3. Anchorage within the organisation: the organisation’s readiness to meet the level of ambition for said process optimisation. Profit will only come when employees have actually embraced the changes and changed the workflows.  

Process optimisation

Maturity assessment: is the organisation ready for process optimisation?

Business processes are rarely improved solely by using a technological solution. It takes a lot of work to incorporate the new processes within the organisation – both with management and employees. In addition, we often find that the prerequisites for process optimisation are not fully present –not organisationally, technically or methodologically.  

Therefore, we recommend carrying out an initial readiness assessment that can highlight flaws in the basic foundation to improve processes from the very start. For that we have developed our own pragmatic method to assess an organisation’s readiness for process optimisation. 

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Process optimisation

Different types of process optimisations

By optimising business processes, you can increase both efficiency and value creation.  
Globeteam assists its clients with process optimisation at many levels from the “small” optimisations to the “large” ones. Below you can see specific examples of how we work with process optimisation at different levels.  

“Small” process optimisations

Improve individual business processes by means of: Microsoft 365, chatbots or artificial intelligence. 

How do you use Microsoft 365 to optimise workflows? 

It is one thing to technically “turn on” the new functions in Microsoft 365; and another entirely to actually gain business value from those functions. To do so requires an anchorage (or adoption) of the use of Microosft 365. 

Microsoft Office 365 is an extensive platform that provides many opportunities to work with documents and information, and also to collaborate with others – both inside and outside the organisation.  

This is why it is important to clarify what exactly the implementation of Microsoft 365 means to employees in the organisation. How will they work and collaborate on documents in the future? How will you change the very ingrained workflows of, for example, sending documents to each other via email instead of collaborating on them in OneDrive or on a SharePoint site? An implementation of Microsoft Teams as a telephone platform will also provide brand new possibilities for communication – both internally and with external partners.  

This all requires thorough preparation and dialogue with the organisation about how they will work in the future. What are the most significant advantages of Microsoft 365? Who should benefit from those advantages? What are the prerequisites needed to achieve the expected profit? Which guidance documents should be developed? How do you introduce the new functions and corresponding ways of working to the employees? How do we measure whether behaviour and workflows have truly changed?  

How do you get a chatbot to alleviate the support function? 

Chatbot technology is well-suited for, among other things, alleviating an organisation’s support functions – for example, in the IT department, legal department or the student office in universities and learning institutions.   

Such projects typically start with a pre-analysis that includes an overall clarification of opportunities and potential. This amounts to a strategy with a business case and plan for testing the chat bot technology.  

The pre-analysis is carried out by a business consultant and a technical specialist in close collaboration with the affected part of the client’s business.  

Can you use machine learning for automation and intelligent troubleshooting? 

Artificial intelligence and machine learning are new technologies that are already being used by large companies for process optimisation. But in Globeteam’s experience there is also potential to use this technology in small and medium-sized organisations – to automate trivial processes and increase quality in the company’s processes by providing support to case workers. 

A good example is the control process in a public authority: they carry out control of companies’ accounts based on sample data. Artificial intelligence/machine learning can be used to transfer content from scanned documents into structured overviews, thereby allowing case workers to move directly to the initial control. The technology can then look for “suspicious” documents based on particular words and patterns in the documents. Finally, historical data are used to find patterns in earlier accounts in order to make the control more target oriented.  

Such projects typically start with a pre-analysis that includes an overall clarification of possibilities and potential. This then results in a strategy with a business case and plan for testing artificial intelligence/machine learning. 

The pre-analysis is carried out by a business consultant and technical specialist in close collaboration with the affected part of the client’s business.  

“Large” process optimisations

Do you want to pursue optimisation and digitalisation of the primary business processes in your company? You can do so with a specialised, professional system or a general ESDH system; or maybe even something in between – such as a configurable standard platform like Globeteam’s Casewhere. The type of system you choose will depend on findings from the initial analysis.  

A flexible solution for digitisation of processes

Globeteam offers Casewhere which is a unique solution for process automation. Casewhere has been developed drawing on our experiences with digitisation and optimisation of processes and workflows in state departments, municipalities and private companies.  

Globeteam’s solution for process automation integrates with your existing systems and can be used on a variety of different work processes and systems. It can be implemented across the organisation or in a limited number of individual processes. It is easy to expand the solution with new work processes as the need arises and, just like the processes themselves, it can always be changed, fine-tuned and adjusted.  

Process optimisation

Assess if you’re ready for process optimisation

Assess the organisation’s readiness and ability to reap rewards from digitisation; learn where and how things can be improved. As part of a digitisation project, we can help you carry out an initial readiness assessment. 

Many organisations have big ambitions to reap the rewards of further digitisation of their processes. These ambitions are often limited, however, by the necessary managerial, technical and organisational prerequisites not being in place. “Digital maturity” is the collective term we use to describe these prerequisites. 

You may choose to dive into the digitisation of your processes without taking your digital maturity into consideration, but sooner or later the organisation will come up against its limitations in terms one or several of these prerequisites.   

Therefore, Globeteam recommends that as an initial step towards the digitisation project you carry out an assessment of the organisation’s digital maturity. This is so that you can identify areas for improvement where the prerequisites are not completely in place and raise the maturity level accordingly for the digitisation project. 

Maturity model

Tested maturity model

In order to help organisations make this assessment, Globeteam has developed a maturity model and methodology to assess an organisation’s readiness and ability to reap the rewards of process optimisation.  

As an impartial partner, we ensure that the organisation assesses the actual situation and doesn’t just paint a pretty picture of it. 

The maturity analysis includes 5 steps:

a. Purpose and scope of the analysis

b. The current situation for process digitisation  

c. Selection of departments and interviewees – in IT as well as in the business 

a. Carried out in a dialogue to ensure understanding of the question

b. Can be carried out individually or as a group

a. The specific interviews depend on the size and structure of the organisation, as well as the scope of the analysis

a. Possible adaptation of report is sent