Ian Seath's presentation: Process + People = Performance for senior managers in voluntary sector organisations.

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 organisation’s
performance is a result of how
well your people design,
operate and continuously
improve its processes
2 © 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 Improvement
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4. How do you improve your processes?
Measure
Define Improve Control
Analyse
Workshops Business as usual
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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 Processes
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6. Example: Provide support to clients
Completed Completed
BIP BIP
Database
Completed Updated &
1 Accepted 2 Assessed 3 Allocated 4 Support 5 Paperwork
A Referral Referral Case Case Plan Filed
Capture
Assess Case Allocate Case Deliver Support Close Case
Referral
Rejected Rejected
Referral Case
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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
Complete
A 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
Capacity
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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 today’s processes before you even
think about adopting new technology
 Measure and communicate the improvements
9 © 2012 Copyright ISC Ltd.

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