Process Improvement enables organisations to align business functions with customer needs, and helps determine how to deploy, measure and monitor the company’s resources. Process Improvement will increase efficiency and productivity, reduce costs, and minimise errors and risk – thereby optimising results. www.tcmuklimited.co.uk

1. Process Improvement

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Process Improvement Steps
Analyse Design Implement Sustain
• Document drivers,
goals & key factors
• Identify risks &
constraints
• Review and
document core
processes &
perform as-is
analysis
• Identify process
metrics / controls
• Design future state
process structure
• Design roles &
responsibilities
• Develop training
plan & programs
• Design and/or
improve processes
• Develop key metrics
• Develop
communication plan
• Develop control &
incentive systems
• Coordinate change,
utilise feedback
process to assess
effectiveness of
change program
• Implement future
state processes &
training plans
• Implement controls
and incentives
• Perform leadership
assessment and
development
• Conduct follow up
reviews for open
actions
• Conduct post-change
assessments to
ensure adherence to
process
• Provide additional
training as needed
• Conduct
management reviews
for process KPI’s at
regular intervals
• Develop framework
for continuous
improvement

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Process Mapping
– A visual representation of the actual
sequence of events that any product,
service or process follows. Each step in
the sequence is shown, and each step is
clearly identified.
Data Gathering
– is the process of gathering and measuring
information on variables of interest within
the given process(s)
Business Assessments
– A process of providing a framework to
apply the appropriate resource, tool and
technique to drive improvement.

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 Client Objective
◦ Increase Sales Customer Facing time by
45%

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Enquiry and Order Entry Project/Commercial Management
Finance Management

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• Up to 70% of a Sales persons time spent on non-sales/commercial
activities
• Minimal time is spent in lead generation
• Customer face time is typically 25% of a Sales persons activity (range
10% to 40%)
• Data availability is poor – no measure/metrics/KPIs
• Available data indicates low conversion rate. (21% 2012 vs 6% ytd
2013)
• Up to 50% of Project Managers time is spent on tasks they regard as
outside their remit
• Poor Customer engagement (Post order: Customer contact averages 11%
of time )
• Order fulfilment process has minimal controls and no performance
measures,
• No awareness of or clear accountability for monthly budgets and targets
within the PM or sales teams.
• Loss of Engineering resource is limiting opportunities.
• Governance process lacking

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• Establishing a Measurable Stage gate process ( bid/no bid, lead
qualification etc.), would enable measureable data to be collected,
and should improve conversion rates.
• Establishing a back office function for proposal generation will free up
to 36% of sales persons time.
• Embedded design engineering support will free a further 19% of
Sales person time
• Establishing a back office order fulfilment team will free a further
16% of Sales person time and up to 47% of Project Managers time.
• Establishing clear responsibility and accountability within the teams
will improve communication & ensure management have current and
accurate information on which decisions can be based.

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Customer Facing
Time increased by
225%

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For Further Information please contact
TCMUK Limited
Call 0330 311 2820
www.tcmuklimited.co.uk
info@tcmuklimited.co.uk