Our Process: Operation Modernisation Cycle

The Engagement Process


Practical evaluation of your business needs and workflow challenges to define solutions that save time and money and help delight customers.

Initial assessment is done within an hour. Progress is made using Discovery workshops.


Our proposals include a customised agile implementation plan with specific milestones, change management tactics and fixed, clearly defined costs.

They can also include modern PC hardware options that are lower cost, more secure and more reliable than you’re probably used to.


We support you to execute your implementation plan and deploy your business process modernisation, deploy modern PC hardware, set up your selected information applications and modules based on your workflows plus data imports and any agreed integration.

Professional Advice

We won’t abandon you after implementation.

Dedicated ongoing advice is provided to support operation teams and leaders stay on track, identify and implement improvements, and achieve modernisation goals.

The Situation Today

Business leaders can rapidly modernise their operation – an outcome that they own, manage, and continuously improve – driving cost reductions of as much as 60 percent while improving quality and timeliness as well.

Typical reality is that many operation teams and their managers set goals that are too low and struggle to realise noticeable improvement in the early stages of modernisation. Without a clear target and strong plan to change their operating model, many companies get stuck running pilot trials: investment becomes tentative, there’s little impact after implementation is completed, people lose motivation and teams abandon efforts after a few isolated projects, and they continue to focus on point solutions instead of building a modernisation system for execution and continuous improvement.

Digital technology now available can help a company modernise complicated systems, automate manual activity, and make reliable data available for analysis and insights more quickly to identify and resolve the root causes of inefficiencies and other operational performance problems.

What the future looks like

Recent changes in technology have suddenly created a new set of possibilities. Companies can modernise complicated systems, automate manual steps, and make accurate data easily available for analysis and understanding more quickly to identify and solve root causes of inefficiencies or other problems.

Companies that use available technologies and provide staff with real-time coaching get access to a store of accurate detail essential for routine problem analysis and optimisation. This approach starts a powerful reinforcing cycle of continuous improvement that operation teams can drive. We call this cycle of continuous improvement the “operation modernisation cycle”.

The operation modernisation cycle is a model for automating all the manual steps and rules that exist in a business, as well as the great practices and attitudes that exist only in the heads of high performing staff. The result is a set of codified instructions that can be easily and quickly tested, updated, and executed. Modern tools create audit trails and generate new data: both bottom-up, for specific work being processed, and top-down, on how the processes are running. This delivers new analysis, insights, and impact.

The combination of these tools and capabilities, used in the right ways, is revolutionary. Research has shown a business can achieve efficiencies of 50 percent or more over a three to five year horizon.

This cycle has become possible only in the last few years, as software as a service, cloud computing and wireless technology have improved dramatically. Development time has decreased and the span of processes that can be automated has stretched.


We start with a one-hour no obligation no cost consultation to explore your business goals, workflow problems and challenges across all of your business processes before a discovery workshop is scheduled.

The aim of Discovery is to achieve the right granularity level so each process owner can practically manage and understand process performance. When granularity is too high, the business will miss new opportunities to modernise, because there are too many manual exceptions. When it’s too low, the complexity and apparent effort for benefit return can be discouraging or a complete turn off.

Discovery starts at a high level by challenging the need for exceptions. It identifies opportunities to simplify, reorganise, and standardise processes – while minimising exceptions – before investigating the next level of detail. The work is executed in rapid sprints avoiding the trap of trying to map all processes and exceptions exhaustively in one attempt.

Once this redesign cycle starts, the business can dream much bigger. Dramatic reductions in cost and increases in reliability and customer-facing capability are only the beginning of what can be achieved.

Auto-enabled Design

Rethinking a process with the latest automation technologies in mind feeds enthusiasm and helps keep ambitions high. A few basic questions guide how this is done:

  • What’s stopping us from modernising or automating end to end operation processes?
  • Could rules-based activity reduce current exceptions and manual processing?
  • Is any complex thinking or interpretation involved?
  • Can any of the new automation technologies help with this?
  • Is a new digital front end or set of structured inputs needed?
  • Are there policy or regulatory barriers to straight-through processing?

Understanding each question, combined with a realistic view of feasibility and required effort, helps prioritise actions.

Even though operation modernisation can take a few years, often short-term opportunities will reduce the cumulative risk and implementation cost of modernisation efforts. They might even prove to be self-funding.


Exciting software as a service developments are delivering improved outcomes sooner and generating reliable data that companies can use for real time performance tracking and continuous improvement. Off the shelf adapters are available or can be developed to integrate contemporary software systems.

Significant operational efficiency, risk reduction and cost saving are possible with cloud based systems. PC costs can be 50% lower and security vulnerability virtually eliminated all without the need for an in-house IT department.

Impact Analysis

In this part of the improvement cycle, operations managers gain clarity, start to feel ownership and build urgency to successfully drive modernisation. Dashboards and analytics tools help managers make sense of more data than traditional reporting allows and point to potential opportunities, suggest priorities, and provide real time monitoring. Performance targets can be easily adjusted as needed, become owned by the each operation team and cascaded through all levels of the business. This creates insight to kick off the next cycle of operational modernisation and improvement.