Knowledge
Processes and Procedures
Do your staff follow well rehearsed and trusted processes that evolve with your business? Or are you often waiting on resources with specific and tribal knowledge to get critical work over the line? What is your success rate?
At the heart of any successful organisation are robust and repeatable processes and procedures informed by the subject matter experts and appropriate for an ever changing business. Without them, teams and even entire businesses can be prone to error, over-reliance on individuals and often deliver a service which is not consistent for the customer experience.
We will identify gaps in your current procedures along with any parts that are no longer fit for purpose . We consult in-house experts and build owners into each process, who are tasked with keeping them relevant through continuous feedback. We also work with end users to ensure that information is readily accessible to the appropriate people and easily understood. Finally, we test the success rate between multiple resources to ensure that the process delivers consistent results.
Prior Work Examples: Past experience includes creating an Implementation team from scratch, liaising with the interfacing departments and writing the definitive manual on how to implement each variant of a system. The end result was to standardise the process and create a highly reliable production line, ensuring that staff knew each step of the process with appropriate checks and balances which guarded against any production issues, leading to a noticeable fall in issues observed with the implementations.
Our work also covers creating a new multi function department to deliver Service Desk, Application Support, Incident, Problem, Change and Service Management under one roof with appropriate tools, processes and structures. This allowed efficient and accountable work to take place across many functions whilst retaining close command, control and co-operation despite the wide remit.
Documentation
Are you a user of a system who is told to read the manual only to find it's non existent or (worse) 800 pages long? We can distil the important facts, enhance your knowledge base and create clarity for your workforce.
Dry texts the size of a telephone directory are not conducive to efficient learning unless the person already has an intermediate knowledge of the subject at hand.
On the other hand, having accessible and easy to follow documentation on your products and services means that casual users of a service or system can quickly get up to speed and get on with the job. We can learn a system and document it to user level so you don't have to.
We use simple language, flow charts, graphics and labelled screenshots to present information in multiple ways. Our easy to understand structure and clear and consistent terminology will ensure that you can find the information you need when time is a premium.
Prior Work Example: An extensive and customised user guide was commissioned by a client from Progressive Thought Limited on an enterprise class case management system. The user guide was produced on time and budget based on research despite no prior knowledge of the system. It contained an easy introduction, workflows and common operations laid out in a simple style with a glossary at the end and tips on common problems.
The system in question had a direct interface to our client's own customers. This led to the document being published to both internal client staff and the entire customer base (including senior staff at banks and card program managers). We received very positive feedback from all groups and it is now the standard go-to reference for users.
