Operational Excellence · Change Management

From unclear ways of working to a more structured operating rhythm

Improving processes, roles and weekly routines so teams could work with more clarity, less duplication and better follow-through.

Client Growing service-based organisation
Project type Operational Excellence > Ways of Working
Duration 20 weeks
18+ core processes reviewed and simplified
30%+ reduction in duplicated work and handoffs
6 teams aligned around clearer responsibilities
1 shared operating rhythm for priorities and follow-up
Focus
  • Process improvement
  • Role clarity
  • Ways of working
  • Change adoption

The Challenge

The organisation was growing quickly, but the way work was organised had not evolved at the same pace. Teams were committed and capable, but processes were inconsistent and responsibilities were not always clear.

This created duplicated work, slow handoffs and too much dependency on informal knowledge. Everyone was busy, but it was not always clear where time was going or which priorities needed attention first.

  • Processes managed differently across teams and business areas
  • Repeated handoffs creating delays and duplicated effort
  • Unclear ownership for recurring activities and decisions
  • Limited structure for prioritising and following up on actions

What We Did

We worked with the teams to understand how work was actually happening day to day, not just how it was supposed to work on paper.

The focus was to simplify, clarify and create routines that people could realistically adopt.

  • Mapped 18+ core processes and identified friction points
  • Reviewed handoffs, duplicated work and recurring bottlenecks
  • Clarified roles, responsibilities and decision ownership
  • Designed simpler workflows for recurring operational activities
  • Introduced a shared rhythm for priorities, actions and follow-up
  • Created practical templates and working routines for teams to use
  • Supported adoption through clear communication and stakeholder alignment

The Result

The organisation moved from informal, inconsistent ways of working to a clearer and more structured operating model, reducing duplicated effort and making ownership easier to understand across teams.

Why This Mattered

This project helped the organisation create a more reliable way of working without adding unnecessary complexity or bureaucracy.

Operational excellence is not about making teams work harder. It is about helping them work with more clarity, focus and consistency.

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