We are working in 3 main areas: the process design, the process redesign or reengineering and we support the change to implement new processes.

Process design

Our core business is the process. We believe that without a good understanding of our environment, we have a low leverage to propose long term solutions. The way to understand the environment inside organisation systematically goes through processes.
Process management is, most of the time, a first step before delivering other services.

o We perform analysis of existing processes creating group interactions.
o We structure information and key messages with right method and tools (SIPOC, Value Stream Mapping, data collection, etc.) We organise and lead workshops combined with specific interviews techniques. We also create empathy with teams to create a better communication and reach objectives.
o Processes are shaped in the tool selected by our client. We do not impose any modelling tool. We give preference to the simplicity and efficiency.
o We strongly recommend to perform global analysis, understanding the whole process chain. We create interactions between teams and across the organisation.
o At the end of a Process study, we typically deliver an overview of a process or a set of processes. Most of these studies identify weaknesses or bottlenecks were proposals for improvements coming from the process actors are delivered.

Example: A 3-month study was performed to describe how the reporting structure of a large Belgian bank was modified. Top Management, Business, Support functions and IT where involved in this process showing incoherencies and weaknesses at different process step. When the process was presented to senior managers, decisions were taken to act on specific problems.

Process redesign

The design of a process in itself has limited added value. Most of operational departments involved in the process globally know their process. Though, they are not always able to clearly identify where problems arise. Therefore problems stay blurry and no actions can be taken !
When a global process is designed or when it is possible to zoom on a process part, we take care to identify exactly with operational world where problems are. We discuss in workshops and understand what could be done to avoid these issues. This is the start of our Process Improvement missions. Improvements can be identified for final customers, but also for internal customers or operational teams.

Improvements can be highly different from one mission to another: it can improve the quality of a service or product. Efficiency of a process can be improved too: the process can be reengineered, shorter time and less resources can be higlighted. Autonomy of workforce is sometimes also improved.

We can use Six Sigma techniques or merely management feelings to start improvement. We will always take care that what we initiate fits with the reality and uses a methodology aligned with client objectives. Therefore, we like to measure our quality level and starting from there, we can measure how far we can improve the current situation.

Example: In Q1 2010, we got the mandate from the Marketing department of a bank to propose solutions for a set of problems occurring in IT applications. After the design phase ranging from external suppliers to Business users, we accurately identified where the problems were located. We were able to act on weaknesses, mainly because the bottlenecks were identified on the process flow.
We asked questions and identified that IT operational procedures were based on wrong assumptions. We met IT managers and explained the situation. IT procedures were modified and problems solved.

Change Management

Change Management is a wide and complex area. Wide, because the change comes from everywhere (technology evolution, customer needs are changing very quickly, regulation and laws increase, etc.) Complex, because human being is not simple and interactions between people are certainly complex.

As soon as we face process and improvements, we have to take into account the Change. Change is more and more crucial today than before, mainly due to the globalisation and the technology.

Stockalpers Consulting is investing in trainings in that area to ensure that the right actions are taken to facilitate the transition from old processes to new ones. We spent time at IMD in Lausanne in 2010 and at INSEAD in 2011 to better act on changes. We will go on to invest time and energy to stay on the top in this area.

Example: In a mission, we took time to understand a long and heavy reporting process in the back office. We understood that the tools and operational tasks were not appropriate. The way to improve the reporting was not so hard, but we got the objective to help the team to modify its habits. A new process was design and explained. Then, we took 2 months to coach, answer questions, adapt the new process to ensure the adoption of the new practices. Change management is a long journey and requires time, energy, patience and strong willingness.

We are also active in Project Management. We help to better define the vision of a program or a project with our methodologies.