Current-state process map
Document the people, steps, decisions, systems, records, delays, exceptions, pain points, controls, and service expectations in the process today.
Technology Integration & CRM service
Improve operational processes before choosing new technology
Separate process problems from tool problems. Asban works with the people doing the work to simplify steps, clarify decisions, improve information flow, and identify where technology can responsibly help.
Scope and deliverables
Process Improvement: scope and deliverables
A typical engagement includes current-state process map, future-state process design and implementation roadmap.
Future-state process design
Redesign roles, handoffs, information, approvals, exceptions, measures, and supporting tools around the intended service outcome.
Implementation roadmap
Sequence policy, role, data, training, system, integration, automation, and change-management work with owners and dependencies.
Practical value
What Process Improvement should improve
The intended outcomes are fewer avoidable handoffs, accountable process ownership and better technology choices. Success measures are agreed around the organization's objective.
Fewer avoidable handoffs
Remove duplication, unclear routing, and low-value steps that slow staff or the people they serve.
Accountable process ownership
Make decisions, approvals, exceptions, records, and service ownership visible across teams.
Better technology choices
Choose tools only after the organization understands the process, information, risk, and capacity they need to support.
Governance and context
Governance considerations for Process Improvement
Process design accounts for staff participation, decision authority, labour and policy requirements, accessibility, privacy, records, service continuity, cultural protocols, change approval, training, and adoption ownership.
Before you start
Common questions about Process Improvement
Does process improvement always lead to automation?
No. A clearer role, rule, form, policy, or handoff may solve the problem more safely and cheaply. Automation is recommended only where it fits the improved process.
Who should participate in process mapping?
Include the people who perform, manage, support, receive, or are affected by the process, not only system owners or senior decision-makers.
What does the implementation roadmap include?
It identifies changes, owners, dependencies, risks, effort, sequencing, measures, training, communication, and any technology work needed to move from current to future state.