Improving onboarding & delivery
Our client were aware that their onboarding and delivery processes were in need of optimisation. Rokker were engaged to review and map their end-to-end services and processes to identify areas for improvement and optimisation, to design appropriate target operating models.
Over the course of the 20-day project, we conducted senior management team workshops and interviews with key stakeholders. This helped us to gain an understanding of their roles and to discover both the issues they were facing and the opportunities to improve the internal and external customer experience. Whilst we uncovered close on 100 pains and gains across the process, these fitted into 7 clear themes.
We produced an end-to-end Service & Process Design Map to overlay best-practice and ways of working that would facilitate the companies 2-3 year development plan. This included key data points, KPI’s, reporting, documentation, tools and a RACI matrix. 3 Target Operating Model scenarios were proposed to optimise the delivery process alongside 30 Minimum Viable Initiatives (MVI’s) © being recommended as mini projects to address the challenges and opportunities.
MVI’s included: creation of a central document and asset repository; expansion of existing training programs; implementation of wireframing, testing, set deployment processes and agile methodology; a talent audit, performance management and incentives; creation of client contact and prioritisation matrices along with onboarding documentation; benchmarking customer experiences; resource availability monitoring tools; standardisation of the product offering and sales process.
Working with Rokker has provided the clarity that we needed and an easy to implement action plan to tackle our challenges, make the most of opportunities and move our business forwards. We’re delighted with the process and progress and will continue to work with Rokker on future projects.”