The Approach
Facilitated by Improvement Skills Consulting, the organisation’s key business processes were defined and broken down into key activities. Staff were asked to identify how their time was spent against each of these activities. The analysis revealed a mismatch between what the director felt was needed and how the team actually spent its time. Several options were developed for restructuring roles and workloads; these were presented to the Trustees and a preferred option was selected.
The analysis of processes also highlighted the need for a single CRM system (to replace four separate databases), with integrated performance reporting. A cloud-based CRM solution was implemented and has been tailored to the Trust’s requirements, enabling them to eliminate data duplication and to create timely and accurate performance reports.