Hidden Costs of Process

Problem

We’re researching the hidden costs of process from colleague and customer attrition due to easily fixable issues which companies may not know about.

It can be easy for leaders, managers and operators within an organisation to focus on goals, often established via KPIs. What if these KPIs are ill-conceived? What if they create near term wins, and mid to long-term losses? That’s why we’re researching the hidden costs of process.

As consumers, we all occasionally find ourselves frustrated by companies which seem to work in strange ways.

… that phone system which asks you to wade through layer after layer of options, only to tell you at the end that the contact centre is closed.

… the company which tells its customers that the only way to check stock is to call each store.

What are the hidden costs of these processes, which are often easy to fix?

Solution

We believe that people do the best they can with the resources available to them. That’s why we’re on a mission to help the front-line teams which are the face of the company as it interacts with its customers.

Most organisations have relatively large numbers of people in their sales and customer service teams, compared with the numbers of people who create and improve the processes and systems for them.

This means that small errors or oversights end up being magnified many times over as a minor process issue can create frustration for colleagues and customers. These are some of the hidden costs of process.

Tell us and we’ll tell the company
We’ll aim to help them to fix the issue
We’re researching the hidden costs of process for UK companies

How2-Change Process Solutions – how we work

Our Research

We’re a naturally curious bunch, which is why we’re on a mission to understand the hidden costs of process for UK companies of the easily fixable process issues which create big issues when they’re multiplied out across large numbers of customers.

We suspect that for a typical company, these costs may be surprisingly high. We believe that knowledge drives action, and that we’ve got an opportunity to create better colleague and customer experiences by raising this topic for awareness.

Our Service

We’re consumers as well as Change specialists. So, we can just as easily find ourselves frustrated when something which should be simple turns out to be unnecessarily hard. That’s why we want to highlight the issues we come across to the management teams of the companies in question.

This promotes: