We worked with the team to identify which of their key processes to focus on first (using a SIPOC diagram) and selected the ‘Ask’ process and income processing. We mapped and understood current value streams, involving staff from other departments where the end-to-end processes crossed into other teams. In the Ask process we found silo working, complexity, lack of clarity and high levels of variation. In income processing we found excess processing, duplication, different coding, batching, long cycle-times and overly-complex ways of working.
We supported the team to redesign on Lean principles with the first focus for implementation being income processings as there were so many problems impacting income and reputation with supporters. The Ask process has been redesigned and is due for implementation.