Our processes hamper our efforts to deliver value to our clients

Re-engineeering processes is a national past-time for many organisations. It is compulsory – ongoing incremental process improvements lead to sustainable year on year cost out and bottom line improvement. These projects should also make it easier for end customers to do business with an organisation.

For many organisations the “to do” list is too long and the processes that require immediate review and re-engineering are parked whilst the rest of the “to do” list is tackled. SEMA through its professional service division can assist organisations to fast track process improvement programs. This is particularly true of complex processes that have departmental and customer inter-dependencies.

Processes entwined with technology and complex workflows – which they invariably are, have a detrimental impact on customers. Yet they have to be… processes and customer interactions are complex by nature. Being passed from one contact centre pod to another, waiting for 2 weeks while information is mailed out, managing projects that seem to take months.

Many companies have enjoyed outstanding success from programs focussed around 6 Sigma, Lean or other performance improvement models. While there is no doubting the cultural and productive benefits of such programs in the operational context, the time has come to apply these powerful process-based business improvement models to perhaps the last bastions for process improvement; Marketing and Customer Experience.

SEMA delivers sustainable cost out solutions via our world renowned process experts and professional services teams. Further, not only do we consult – we will execute and deliver the process improvements.