Process Improvement – Operational Transformation

SMG’s over two decades of performance improvement experience and operational transformation can help your team and your organization reach and exceed this year’s goals by quickly raising business performance within key processes.

We’re comfortable in advanced-technology contexts and other rapidly changing environments and our breadth of experience covers most industry sectors and operational processes, including, but not limited to: IT, High-Technology; Healthcare; Software Development; Advanced Manufacturing; Call Centers; Service Delivery; Customer Service; Field Service; and Logistics/Distribution Warehousing.

[pullquote align=”full” cite=”” link=”” color=”” class=”” size=”16″]“Very pleased with the value Equifax has derived from your work for us, especially when I compare the results with other outside consultants. The work you did with my staff ultimately underpinned a successful reorganization of our operations.” Richard Cleary, President, Equifax Canada [/pullquote]

We enable transformation by guiding, facilitating, and coaching your staff as we transfer our knowledge as we together employ the tools in our Improvement Toolbox: analytic data capture, process mapping, quality improvement, statistical analysis, customer satisfaction, cycle-time reduction, theory of constraints, (time-efficient) root cause analysis, failure mode effect analysis, among others.

What makes SMG different?

Complexity & Simplicity in Balance

[pullquote align=”full” cite=”” link=”” color=”” class=”” size=”16″]“You take the lead only long enough to get things moving then you turn them over to the organization for their buy-in and ownership. Your organization is not like other consulting firms.” Joe LaHood, IT Director, OSF HomeCare[/pullquote]

We use complex and sophisticated data-mining to analyze process performance factors, however, when we work with and coach client staff we also try to promote the use of more straightforward techniques because SMG’s research discovered that straightforward tools are more easily adopted, passed on to others, and can be used quickly, even in compressed work schedules.

[pullquote align=”full” cite=”” link=”” color=”” class=”” size=”16″]“Your focus on presenting common-sense tools and solutions was much appreciated by all involved.” Richard Cleary, President, Equifax Canada[/pullquote]

Using unpretentious, effective, ‘in-line’ techniques minimizes required training, permits everyone to be able to instantly participate, and allows our efforts to become a model for staff to continue on their own after we’ve left – extending the value your organization receives from our assistance.

Time-Efficient Assistance

SMG is careful to ensure high-value use of precious managerial and staff time. Together with your organization, we pursue desired outcomes and the completion of specified activities in the most practical and efficient manner.

With Integrity We Fix Processes so They Stay Fixed

[pullquote align=”full” cite=”” link=”” color=”” class=”” size=”16″]It appears that you perform what needs to be accomplished regardless of whether it gets you an extension or not – you are not here just for extending your contract. You lead to get us moving then you show us how to take over activities to promote buy-in and ownership. Open and honest dialog.” Joe Priestly, IT Director, OSF now CIO Prairie Cardiovascular Consultants LTD[/pullquote]

Our efforts have significant long-term impact for our clients but we do not leave things undone to manipulate clients into contract extensions. We work with our clients in the way we’d like to be treated by our own vendors and contractors.

We’d love to bring our transferable process improvement expertise to the key processes within your organization.