The organisation needed to radically re-engineer its overall operating model to drive both efficiency and effectiveness.
Bourton Group were engaged to carry out radical end to end process review and improvement projects of the operational processes that make up the property lifecycle; Acquisitions, Asset Management, Customer Care, Development, Lettings, Property Management, Property On-Boarding and Sales; as well as cross company, impactful processes including Procure to Pay, Customer to Cash and Cash Management.
The project aimed to deliver benefits including Direct cost savings e.g. headcount reduction due to automation and efficiencies; indirect cost savings e.g. better alignment between internal departments resulting in lower error rates and data issues and a higher right first-time delivery.
Additional outcomes were increased process yield such as conversion rates for acquisitions, rent increases, lower repair costs.
Programme deliverables were reported and signed off in three steps:
- Scoping workshop
- Current state review
- Future state review (detailed and implementation ready)