- During an organization-wide requirement gathering, processes and procedures for every department were reviewed and documented
- The review found several issues due to departmental silos or a lack of communication channels between business lines
Issues & Recommendations
- Issue: It was found that every department relied on the same individual in Accounting to perform some portion of their business functions. She represented a serious organizational risk – and she probably could use some help!
- Recommendation: Identified this individual as risk point, and suggested cross-training or distribution of her duties across multiple staff to make the organization more resilient
- Issue: Two departments had requested directly opposing modifications to a shared feature on the web site: one felt it was no longer needed, and the other wanted to modify the feature to be more useful.
- Resolution: Exposing the crossed purposes allowed departments to see how they impact each other and create better lines of communication going forward.
- Issue: Almost every department was losing opportunities or time because on-site Annual Meeting registrations were not captured in real time, but were entered manually for weeks after the meeting.
- Resolution: With overwhelming evidence of organizational detriment, management agreed that a cost-benefit analysis of different annual meeting registration tools was necessary.
- An operational review can often reveal risks, lost opportunities, miscommunications, and inefficiencies that most organizations take for granted, but which cause poor member service and low staff productivity
- An Operational Optimization with a member-centric view is a simple, time- and cost-effective project that can be undertaken any time, with any number of departments. An optimization almost always reveals numerous ways to increase member value, revenue, efficiency, productivity, and cross-department communications.
Contact Dennison & Associates to find out how we can help you perform an operational review to reveal potential opportunities to increase member satisfaction and association productivity.