1. Process + People =Performance Process Improvement in Charities 2012 Copyright ISC Ltd.

2. Process + People = Performance We get brilliant results from average people managing brilliant processes, while our competitors get average results, or worse, from brilliant people managing broken processes. [Toyota Chairman: Fujio Cho] 100% of your organisations performance is a result of how well your people design, operate and continuously improve its processes2 2012 Copyright ISC Ltd.

3. Two typical starting points We need to get our We need to fix some processes in order problems We need to be able to We need to make a step- demonstrate a consistent, change in performance in professional approach to a few key areas managing the Improve first, then organisation standardise Standardise first, then improve Process Management Process Improvement3 2012 Copyright ISC Ltd.

4. How do you improve your processes? Measure Define Improve Control Analyse Workshops Business as usual4 2012 Copyright ISC Ltd.

5. A generic set of charity processes 2 Business Plan Management and Governance Processes Business Plan 4 6 Products & Fundraising Funds for Services Promote the Campaigns investment Organisation & Raise Funds its Services 1 8 Learning & Membership Requests for Funds/ Benefits Applications support Capture Benefits Develop Services Donations & Impacts 5 7 Manage Support Members/ Support Engaged Beneficiaries Supporters Delivered HR, Finance, Members/ Supporters ICT, Suppliers, Partners, Knowledge, Improvement 3 Support and Enabling Processes5 2012 Copyright ISC Ltd.

6. Example: Provide support to clients Completed Completed BIP BIP Database Completed Updated & 1 Accepted 2 Assessed 3 Allocated 4 Support 5 PaperworkA Referral Referral Case Case Plan Filed Capture Assess Case Allocate Case Deliver Support Close Case Referral Rejected Rejected Referral Case 6 2012 Copyright ISC Ltd.

7. Example: Capture Referrals Rejected Referral Advise Referrer "rejected" Referral does Contact not meet JS Referrer for eligibility further Manager criteria More info information Caseworker needed If appropritate, for ex- Manager clients only System Ex-client, if Open/Close Updated with CompleteA Referral appropriate Brief BIP info Check if Develop Brief (deliver) Brief Log-in Referral Intervention Check for Fit previous client Intervention Intervention Plan on Plan Plan system Manager Manager Admin Manager Manager Admin Allocation Admin Caseworker Caseworker Meeting Advise existing Rejected Accepted client Referral Start Risk Summarise Referral Referral from "rejected" Assessment initial response ex-client does on Log not meet JS eligibility Manager criteria Manager Manager Caseworker Caseworker Admin 7 2012 Copyright ISC Ltd.

8. You decide what you need to improve Lower Cost Happier Clients Efficient Effective Better Less Waste Outcomes More More Reliable Responsive Flexible Capable & Agile Faster More Capacity8 2012 Copyright ISC Ltd.

9. to get you started Pick something important, but do-able Decide whether it needs to be standardised first, or improved first Do it with a team, supported by a senior Sponsor Set a short deadline to come up with improvement ideas (4-6 weeks) Process Mapping IS NOT Process Improvement Understand todays processes before you even think about adopting new technology Measure and communicate the improvements9 2012 Copyright ISC Ltd.

10. Improvement Skills Consulting Ltd. ian.seath@improvement-skills.co.uk 07850 728506 @ianjseath www.improvement-skills.co.uk10 2012 Copyright ISC Ltd.