We redesign processes before they are digitized or automated, so that technology reinforces a sound way of working rather than accelerating a flawed one.
Executive overview
Map how work really flows, redesign it around clear ownership and controls, and build the operating model that makes the new processes stick.
Processes are where strategy meets daily operations. When they have grown without design, with unclear handovers, duplicated checks and undocumented exceptions, they generate delays, errors and control gaps that no system can fully compensate for.
We map processes as they actually run, analyse root causes with the teams involved, and design target processes with explicit owners, decision rules, controls and performance indicators. We then define the digital operating model and lead the change so that the new ways of working are adopted and sustained.
Business challenges addressed
- 01
Unclear process ownership
End-to-end processes cross several departments, but no one is accountable for their overall performance.
- 02
Hidden exceptions and rework
Much of the effort goes into handling cases the documented process does not foresee, often through informal workarounds.
- 03
Controls bolted on after the fact
Checks have been added in response to incidents, creating friction without necessarily covering the real risks.
- 04
Change that does not last
Previous redesigns were documented but not embedded, and teams drifted back to familiar habits.
Services and solutions
- 01
Business process mapping
Workshops and walk-throughs to document end-to-end processes, actors, systems, data flows and hand-offs, using a consistent notation that the business can read and maintain.
- 02
AS-IS / TO-BE analysis
Diagnosis of current processes to isolate root causes of delay, error and cost, followed by a target design with an explicit gap analysis and transition path.
- 03
Process redesign
Simplification and standardization of processes, with clear decision rules, segregation of duties, embedded controls and defined handling of exceptions.
- 04
BPM and workflow optimization
Design of process governance, workflow rules and performance indicators, and preparation of processes for execution on workflow or BPM platforms.
- 05
Digital operating models
Definition of the target organization, roles, governance and interactions between business teams, IT and data owners required to run digitized processes.
- 06
Change management
Stakeholder analysis, communication, training and adoption tracking, so that new processes and tools are understood, used and sustained by the teams concerned.
Typical engagement approach
- 01
Scope and map
We agree priorities and process boundaries, then document current processes with the people who run them.
- 02
Diagnose
We analyse volumes, exceptions, controls and pain points to identify root causes and improvement levers.
- 03
Redesign
Target processes, roles, controls and system requirements are designed and validated with process owners.
- 04
Embed
We support roll-out, training and adoption tracking, and hand over process governance to named owners.
Expected deliverables
- Process map and repository of end-to-end processes
- AS-IS diagnosis with root-cause analysis
- TO-BE process designs with controls and exception handling
- Target digital operating model and RACI
- Functional requirements for workflow and automation
- Change management and training plan
Outcomes you can target
- 01
Clear accountability for end-to-end process performance
- 02
Fewer handovers, less rework and more predictable lead times
- 03
Controls embedded in the flow of work rather than added on top
- 04
Processes ready to be digitized or automated on a sound basis
Related expertise
More in Digital & Automation
- Digital StrategyAssess digital maturity, set a transformation direction and translate it into a prioritized, funded roadmap aligned with business objectives.
- Automation & AIDesign and build governed automation, from workflow and RPA to document processing and AI-assisted steps, with people kept in control where judgement matters.
- Custom Software & Digital SolutionsDesign, build, integrate and run business applications tailored to how your organization operates, where standard software leaves critical needs uncovered.
Frequently asked questions
Why redesign processes before automating them?
Automating an unclear process tends to multiply its exceptions and errors. Redesign first clarifies ownership, rules and data, which makes automation simpler to build, easier to control and cheaper to maintain.
Which processes should we start with?
Typically those with high volumes, frequent errors or control weaknesses, or a direct impact on customers or cash, such as order-to-cash, procure-to-pay or record-to-report. We help you prioritize based on value and feasibility.
How do you make sure the changes are adopted?
Teams are involved from the mapping stage, process owners validate each design, and we track adoption after go-live with agreed indicators rather than considering the work done at sign-off.
Talk to an expert about Business Process Transformation
Tell us where you are today and what you need to achieve. We will propose the right scope for a first engagement.