How I Structured a Lean Machine for a Migration Advice Business
The tendency for someone like me is to load up this article with stacks of details about the problem and every single step I took to solve it.
But if you were into details (like I am), then likely you would not be reading this as you would have things in hand your end already, right? Maybe? Maybe not?
And probably you still want me to prove to you that I could tackle your problem and leave you with a few take-aways?
OK then! Let me step you through an outline of how this project unfolded. But if you want more details – or, better still, if you want to talk to me about your own organizational dramas - then please be in touch and let’s talk!
Scenario: An Australian visa and migration advice consultancy with an expanding team.
Objectives:
investigate opportunities for streamlining operations
ensure consistency in service delivery across the team
optimise use of team member skills
improve customer service
Game on!
Framework adopted
As always, I used a KISS model to tackle the project:
Review and document existing systems and processes
Identify common features and differences
Create systems, processes, workflows, templates
Test drive, monitor outcomes and update
Same, Same but … Same
As in many work scenarios, there were likely to be a range of repetitive tasks undertaken when processing any visa application.
The first step was to analyse the process and workflow across a handful of matters to document those processes and compare the commonalities.
Each file was found to have three elements:
Administration of the client file (admin team)
Application preparation (consultants)
Client input / output (clients)
I worked with the internal teams to document each and every task they undertook. – a time-consuming but essential process – to capture the task, the resources needed /used for the task (and where they were located), relevant team, timing of the task and likely time frame for completion.
Each team’s tasks were then merged to create an – admittedly clunky initially!– workflow for each relevant process (eg taking enquiries, managing an application, scheduling targeted marketing).
We removed duplicated tasks.
We centralized and organized the document library and referenced against each task.
We honed communications with clients.
We agreed a workflow to test.
Tweak & Twinge
Workflows were trialled for a activities and feedback obtained from team members who advised what worked, what didn’t, where there were gaps, where things needed to be re-ordered.
All helpful feedback that allowed the processes to be tweaked and remaining twinges identified.
Once satisfied, we introduced processes to inform the clients about how their application was to be managed, setting their expectations from the beginning. This also informed the marketing of the practice’s services and became a brand attribute.
Lives at Stake
An immigration practice helps its clients achieve often life-changing outcomes.
But there is significant risk for clients if there is any element missing. Dotting the I’s and crossing the t’s is essential to ensure all criteria are addressed. One misstep element could lead to a visa refusal, having a significant impact on a client.
The adoption of the new workflows drastically reduced this risk.
Wins:
Time saving; no more time wasted on re-inventing the wheel.
Job satisfaction; staff could breeze through the repetitive work, achieve outcomes more quickly and spend time on more creative / mindful work
Service standards improved; clients tasked earlier, applications delivered more quickly.
Your Take-Aways
If saving time, improving efficiency or streamlining operations is important in your small business, some of these tips may be useful
Identify your pain point
Document existing systems/processes
Brainstorm solutions – consider existing resources
Get organised – declutter tasks, create templates, think workflow
Test drive solutions and tweak for non-standard scenarios
Document the process and train the team
Invite input and innovation
If you need help making a start, why not have a chat?