Process Review

Clients use SMS Process Review & Redesign to make their operations and sales efforts more efficient and effective. This results in greater customer satisfaction and profitability, or reduced expenses. We take a quantitative approach to process analysis, measuring the changes as they occur to reach stated objectives.

One example of how SMS Process Review & Redesign improved a client’s operations: a client’s customers were complaining about waiting too long in line, but the client didn’t have the budget to simply add more staff. SMS led several sessions with designated employees and managers laying out the current processes with time allocations, identifying opportunities for change, updating the process, and assisting with implementing the changes. The bottom line was that wait time was reduced, customers were happier, and the budget stayed the same.

Another example is a client with a line of business that was barely breaking even. SMS interviewed managers and major customers, reviewed internal production and financial numbers, and did a competitive audit. SMS led several sessions with the client team, developing a SWOT analysis and options for the future. The final redesign was to eliminate a significant number of products, focusing only on those with adequate demand and profitability, and redirecting the operations toward a process that was more profitable and consistent.

The SMS advantage is a quantitative, systematic review of processes from a knowledgeable outside perspective. The old adage of “you can’t see the forest for the trees” is true for most business, government, or non-profit operations. SMS not only sees the forest and the trees, but we can analyze the process and information to recommend where the trees can be trimmed or should be replanted.

Talk with SMS Consulting to see how we can improve your operations.

Client Testimonials

SMS did a great job in leading Hawai‘i Tourism Authority’s evaluation development process…including identifying input, output and outcome measures to track progress toward HTA’s strategic goals. SMS also provided steps to guide us in integrating the evaluation process into our overall operations and planning. Our staff was actively engaged in the process and tracking the measures will ensure a focus on driving towards outcomes.

— Leslie Dance, former VP Marketing
Hawai‘i Tourism Authority

SMS Business Process
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