In service delivery and administrative processes and activities, it is not always easy to measure benefit. The trouble is that the key benefits may not be tangible. This problem is particularly acute in processes where the aim is to give guidance to help a client “improve” something, or to help them “prevent” something, but where the client is not obliged to follow the guidance. Business advice; health and safety guidance or prevention advice; preventative healthcare; and other advisory services are all examples of activities where it is difficult to measure benefit realisation. Even in more tangible processes such as recruitment, supplier vetting, or tendering etc, it is difficult to determine if we have achieved the “best” outcome possible; and IT projects can be the hardest of all to verify benefit realisation!
Measuring the number of interactions in such activities is all very well, but doesn’t really tell us anything, since we don’t actually know if the interaction has resulted in any improvement. Feedback surveys are useful but take-up can be low. Personal follow-up is desirable, but costly.
It is important to say that there are no easy answers. Benefit realisation is closely linked to performance measurement, and intangible benefits cannot magically be transformed into measurable outcomes. Nevertheless, the benefits realisation approach is particularly useful where resources are limited – helping us make the best of what we have available.
Benefits Realisation is about taking a structured approach to service process design that involves stakeholders and clients/ users to clearly define agreed outcomes, and then measure performance against those outcomes, and using that information to continuously review and improve the process.
Our Benefits Realisation Workshop will help.
Who Should Attend?
The Benefits Realisation Workshop is aimed at managers, team leaders and those working in the process who want to improve their effectiveness of their process, and be able to measure the benefits better and more simply. Inviting stakeholders and service users to the workshop is also encouraged.
The course is practical and fun and everyone will benefit from understanding the tools that help us agree what the benefits of the process should be, and how to measure them. To this end, it is also a useful team-building event.
The course is highly practical with many group exercises and opportunities to try the tools covered.
The Benefits Realisation Workshop is a one-day course which provides training in a simple but effective approach to benefit realisation. Topics covered include:
– The Voice of the Customer: stakeholders, customers and processes
– Process Mapping Exercise: map the process from the customer and through the business
– Added Value: where the process adds value, and where it erodes it
– The Problem Statement: defining the improvements required
– The Performance Measurement Linkage Chart: connecting stakeholders, objectives and process measures
– The Benefits Map: identifying the benefits sought from the process and the changes required to achieve them
– Opportunities for Improving Performance
– Benefit Realisation Toolkit
– Developing an Action Plan for Improvement
The programme is presented by Ross Maynard, Fellow of the Chartered Institute of Management Accountants. Ross specialises in service process improvement and has provided training and consultancy to some many leading organisations in the UK and abroad.