ADMINISTRATIVE PROCESS REVIEW
Background
Enhanced automation of the business systems failed to address the traditional role of clerks involved in the process. Staffing was no longer balanced to provide an even workflow and skills were not updated to take full advantage of the new system
The Review
The Consultant’s role was to work as part of the development team looking at the overall effect of the traditional environment and new systems.
Advised on:
- The task times and number of stages created by job grading status and available skills.
- The actual work content of processing without skill or grading constraint.
- The number of staff required for a given product volume and work mix.
The Outcome
A significant reduction in processing and turnaround time was achieved. The key benefits being:
- Retrained staff enabling them to “case handle” a proposal, rather than emulate the traditional clerical “one task per person” approach. The notable savings being in keying time and familiarisation.
- A reduction in “in tray” delays resulting in shorter turnaround times.
- Producing task times (using electronic analysis and measurement) to balance the flow of work through the reduced number of processing stages.
- Developing multi-skilled staff capable of flexibility.
- An improvement in job satisfaction.
In addition a staffing model and performance calculator was created providing both work planning and monitoring regardless of the product mix.
The company subsequently moved away from the grading structure, which was a hurdle common to all process reviews.
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Malcolm J Wren Limited 
