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
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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
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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.