Use Process Improvement to Transform Outcomes.
Is your organization planning and budgeting for the next fiscal year? Are you tired of fighting the same pain points year after year, such as overwhelming workloads, demands for better or faster results, or challenges to maximize costly technology? During this year’s budgeting and planning season, consider investing in process transformation to recapture capacity and solve pain points.
Create a Plan that Succeeds
This is planning and budgeting season for about 30% of the organizations I know. Even with today’s unusual times, many are creating concrete plans and budgets to solve their pain points this year and beyond. If they do not, organizations will experience the same old pain and frustration they have in the past.
Organizations that help and serve others are recapturing hundreds—even thousands—of hours of capacity. They are serving their customers, community, board, funders, and donors in half the time. They are retaining employees. Their secret? Investing to transform processes and results.
Most of us have done process improvement. We have tweaked processes and resolved breaks. Some organizations are taking their improvement work to a transformational level. They are cutting their work steps in half and delivering to their key partners in fraction of the time. They are freeing up thousands of staff hours that can be used for other purposes
These organizations budget for an investment in process transformation training and coaching during their annual plan. Here are the results they are achieving.
• Recapturing over 4,000 work hours.
• Sharing services across functions.
• Maximizing expensive technology.
• Remaining error-free for 3 years.
• Delivering to customers in half the time.
Does it work? In a survey of process redesign results, our customers cut their process work steps by 52%, improving quality and speed while recapturing time. Figure 1 illustrates the before and after steps of several organization’s redesigned processes.
Figure 1: Process Change with Process Transformation
In addition to achieving this enviable result, these leaders are committed to building a culture of ongoing improvement. They can easily fix and improve any process and result because they have learned the tools to see and solve transformation opportunities. Their employees are fully invested in the process transformation game because they have been involved as stakeholders since the inception of the training.
Here is a case study about one team’s journey: Case Study: Community Foundation Creates Powerful Scholarship Program
Invest in Building Process Improvement Muscle
Leaders are bringing the story of process transformation to their organizations’ annual planning discussions. Yet a common question is: What does the initial investment consist of?
The initial investment in transformational process improvement includes two components: dedicated staff time for learning and implementing new approaches and out-of-pocket costs for training and coaching.
A typical employee will spend between 5 and 40 hours annually doing successful process transformation.
The out-of-pocket cost of the training and coaching depends upon the amount, level, and number of hours needed. Our training to help teams think and act differently includes our live online or onsite 4-hour Concepts and our 4-hour Tools think differently process transformation training. After the training, we coach your team either onsite or live online to use their new process skills to dramatically improve a key process. These process team coaching sessions are between 20 and 30 hours together.
Plan to Solve Pain Points in the Coming Year
Organizations that train their employees in process transformation find that work gets done faster and with fewer errors. The time saved leads to better service to the organizations’ customers and community, and greater job satisfaction among employees. You can, too! Contact me, Lee Kuntz, to learn more about how your organization can plan to solve pain points and thrive.
Recently, a software vendor told me that organizations considering a new software system would do well to supply their vendor with a detailed process map. Having such a map helps the vendor better address the organization’s needs and generate a more accurate quote. In four hours of work with your team, my firm can produce a process map that will help you achieve a better software outcome. Contact Lee Kuntz, CLSSBB to learn more.
Situation: A community foundation CEO shared with me that her organization was growing, but the processes they had in place felt frail. She worried that employee turnover could create the risk of errors and reputation damage. Also, the foundation was moving slowly in performing essential services, such as issuing donor-advised fund (DAF) grants. This CEO knew the foundation had the opportunity for growth, but employees were burned out from regularly working overtime on both evenings and weekends. How could she lead the team to solve these challenges?
Approach: My first step was to introduce process improvement/transformation tools so staff and leadership could see what was actually happening. Then I provided a four-hour “Concepts Training” to project teams to build the foundation’s most powerful asset: their team. After that I coached a 24-hour process deep dive into the foundation’s DAF grants process.
Results: This approach enabled each project team member to learn the process. The team removed 40% of the process steps they had formerly used to issue DAF grants. In so doing, they decreased turnaround time and recaptured about 1,500 hours of staff time. Staff and leaders came to understand that every employee needed to be part of the solution. Now the team has both skills and will to replace FIMS. A delighted project champion commented that the work was done on time, on target, and on budget.
See a process deep dive happen: IPD Process Deep Dive Experience Video
Given that November marks the beginning of the big donation season, many philanthropic organizations have only the next four months to position themselves for success this year. Now is a great time to engage employees in solving pain points, creating capacity, and getting ready for the year-end donation season. Learn more: What Will Your Organization Accomplish in the Next Four Months?
Recently, a software vendor told me that organizations considering a new software system would do well to supply their vendor with a detailed process map. Having such a map helps the vendor better address the organization’s needs and generate a more accurate quote. In four hours of work with your team, I can produce a process map that will help you achieve a better software outcome. Contact me to learn more.
The past two years have been defined by disruption, causing some leaders to worry about overwhelming staff with process changes. In reality, however, thoughtfully examining and optimizing day-to-day organizational activities can actually help philanthropic and nonprofit organizations recapture time, improve accuracy, increase coaching, and otherwise enhance their community impact. Learn more in my article recently published in Candid’s Philanthropy News Digest. Change for good: How foundations can increase impact through operational improvements | The sustainable nonprofit | Features | PND (philanthropynewsdigest.org)
MinnCAP Annual Conference, Willmar Minnesota
July 26, 2022, 1:30 to 2:45 pm
Minnesota CAP agencies: Learn more and register: MinnCAP Annual Conference 2022
Process and operations improvement has continued despite the pandemic, according to our recent study of philanthropic foundations. Yet according to the survey, leaders are worried about staff readiness for more change.
Learn more about the challenges and opportunities uncovered in this survey through this executive summary. 2022 Operations Improvement Survey Results
Then hear detailed survey findings and the related solutions in our live, short, free, “About Transformation” webinars.
To see how we conduct an operations process deep dive, check out this deep dive video.
Is your foundation looking to do more? Are employees stressed out? Are you looking at new systems? If you see any of these challenges, consider joining my firm for one of our live, no-cost webinars.
This About Operations Transformation series focuses on helping foundation leaders understand how they can improve work outcomes.
Is your operations staff ready for more change?
Many operations employees—the people who are most accountable for implementing new ideas—are worn out and not ready to take on the challenges that inevitably accompany change. In this webinar, Lee Kuntz will share three ways to get operations staff ready to make positive, productive changes.
Upgrading software? Maximize your investment and success with process redesign. When a foundation updates its software system, the purchase typically requires years of research and a financial investment that can run well into six figures. So it’s important to make the most of that purchase. In this live, no-cost webinar, you will learn the best practices for redesigning and maximizing business processes and practices during new system implementation.
(New webinar based on recent survey)
Operations—the work done to execute an organization’s mission—is critical to achieving success. In this webinar, you will hear how foundations have improved their approach to getting work done. Next, we will help you identify potential opportunities for maximizing how processes, people, and systems can lead to better outcomes and enhanced impact. Finally, we will explain the steps needed to achieve great results from operations and process improvement.
Operations—the work done to execute an organization’s mission—is critical to achieving success.
Are you looking to improve the operations outcomes of your organization? Are you looking to make service to your community better, faster or more impactful?
Our coached process deep dive helps teams see and solve their process pain points. They improve quality, reduce turn-around time and deliver more efficiently and effectively to their community. Experience our process transformation deep dive in this short video.
Is your organization looking to make a bigger community impact? Your operations—that is, how work is done—can be a powerful contributor in accomplishing your organization’s mission.
For philanthropic organizations, the nuts and bolts of operations are what enable teams to award and deliver grants quickly, set up and service fund accounts accurately, and work effectively with their boards. Some organizations have discovered that fine-tuning these operations equips them to magnify their community impact.
These organizations function at their best when their processes, systems, and people are maximized. Here are three ways organizations can maximize to operate for impact.
Better service to the community. When an organization’s grantmaking work steps are consistently carried out as designed (including substantial error proofing), grants are issued accurately. Proactive operations staff make these grants in the manner that is best for grantees, whether electronically or with hard-copy checks. Having processes in place to verify email and postal addresses eliminates the need to reissue communications or follow up on missing grant payments. When organizations manage processes for accuracy and a high service level, everyone’s time and energy can be spent wisely.
Quicker turnaround. Most organizations spend hundreds of thousands—even millions—of dollars on technology. From my experience, few of them use more than half their system’s capabilities. Instead they rely on manual processes and system work-arounds, all of which slow the delivery of payments to grantees and receipts to donors. When payments and receipts do not go out on time, grantees and donors typically start calling to find out the status of their payment or donation. Fielding calls and tracking down an explanation takes precious time away from the main purpose of the philanthropic effort.
A grantmaker who makes best use of the available tools, such as leveraging templates in Outlook and creating system reporting rather than relying on manual work-arounds, gets grants and confirmations out the door fast. The donor or grantee’s focus on creating an impact continues without disruption.
Efficiency that creates lower administrative costs, enabling more community investment. Philanthropic work, whether related to program design or operations, is paid for by fund expenses. Therefore, greater internal costs mean higher fund expenses and less money available for making a philanthropic impact. Doing operations work more efficiently can help decrease internal costs. A key component to that efficiency is maximizing staff time.
Yet too often, operations staff are hired and then shown their desk and a pile of work. This may unwittingly imply that their role is less important than the functions carried out by program designers.
Nonprofits that support their staff by defining clear roles, providing purposeful training, and delineating business rules find that their staff gets work done faster and better. And not inconsequentially, their employees are satisfied, productive, and energized.
Grantmakers and operations staff working in finance, technology, human resources, and other areas have an important role to play in enhancing efficiency. By proactively managing and improving processes and making best use of systems, you can increase the philanthropic impact of your organization.
Learn more about how to enhance operation in this recently published article: Invest in your operations teams to drive your mission forward – PhilanTopic | PND | Candid
Lee Kuntz is founder and president of Innovation Process Design, Inc. As a certified process coach, she provides process improvement training and coaching to help teams look at their work with new eyes, transform how work gets done, and create tangible results in operations efficiency and effectiveness.
Many nonprofits and philanthropies have come under pressure to be more efficient and effective than ever before. Yet, the dollars just haven’t been invested to support the kinds of operations needed to carry out today’s heightened level of giving in addition to addressing emergency programs.
With organization’s planning and budgeting for the next fiscal year, now that is changing. Learn more in Lee Kuntz’s recently published article.
Is one person in your organization performing a critical role, the responsibilities of which are not even known to others? Then you might appreciate this foundation’s success story.
Most philanthropic organizations take pains to carefully design and then redesign their mission, strategy, and programs. They, along with their board of directors, often hire strategic consultants and share best practices with like-minded organizations to frame their goals and objectives. Yet many spend little time improving their daily operations to deliver on these plans, even though community impact will happen only by doing so.
Sound planning without excellent execution is unlikely to produce the desired results. Operations—meaning how work gets done—is the key determinant of whether organizations succeed in accomplishing their mission. For philanthropic organizations, the nuts and bolts of operations are what enable teams to award and deliver grants quickly, set up and service fund accounts accurately, and work effectively with their board.
Not surprisingly, the majority of grantmakers’ resources are spent on operations. Our recent informal study showed only about 10% of employee time is used for mission, strategy, and program design. Yet 90% of employee time is spent on the operations to deliver on that planning. Yet in philanthropic organizations, little energy is spent maximize those operations resources.
Each full-time employee of a philanthropic organization works about 2,000 hours annually. Staff leaders can assign and manage that time in an efficient and effective way. Or they can assign employees to tasks that duplicate efforts and don’t add value. Either way, the money is gone and the community pays for that time through fewer grant dollars being spent.
Operations success requires specific skills. These include focusing on details to produce desired results, practicing strong project and task management, solving problems effectively, and having a deep working knowledge of process management and improvement.
A great first step toward enhancing operations expertise is to identify employees with an operations aptitude, then provide them process management and improvement training. Our operations and process transformation training uses proven process methodologies to maximize what the organization already has to improve outcomes. We show attendees how to maximize work steps, technology, business rules, roles, training, and forms—all of which are components of operations.
As a result of our training and coaching during these deep-dive events, we see organizations achieving a greater understanding of the value of operations work. Their employees are also transforming how work is done, significantly reducing and improving the work steps to decrease turn-around time and improve community impact. Learn more through this case study describing how one team went from overwhelmed and delivering late to making a much greater community impact.
In my recent conversations with foundations, I have noticed a greater commitment to scrutinizing how work is done. This includes identifying staff to focus on monitoring operations outcomes while also managing processes and systems. Increasingly, grantmakers are redesigning roles to build in detailed operations accountabilities. We have seen three approaches to this intensified concentration on operations:
Identify an operations person in each major function: Some organizations are establishing operations accountabilities by naming a person in each area as the operations lead. For example, one philanthropy team includes a senior operations manager who “ensures the productivity and efficiency of the Philanthropic Services team while working across departments to improve cross-team collaboration and communication.”
Another organization employs an operations manager who “guides the development and implementation of efficient processes within the Community Programs team to maximize the team’s efforts toward racial and economic equity.” This same organization employs an operations manager in their finance area to deliver on the chief financial officer’s agenda. This operations manager “owns and drives Finance & Operations team planning, project management and process development. The role also is the primary liaison for Finance and Operations communication across teams and collaborates on cross-foundation operations initiatives.”
Hire a chief operations officer (COO): Some organizations are grouping functions that are highly operational into one leadership role. For example, one job posting noted that the COO “will work in alignment and harmony with the CEO and will be responsible for effectively managing the organization’s infrastructure, processes, human and financial resources.”
Another philanthropic group shared that the COO “leads the Information Technology, Grants Administration, Board governance, Human Resources, Organizational Development, Office Management, and business continuity functions.”
Add the management of operations to a senior leader’s responsibilities: Some organizations add “Operations” to the responsibilities of the chief financial officer (CFO) or another leader. One foundation’s description of its CFO and operations role includes: “Responsible for leading the Foundation’s financial reporting, risk management, budget, technology roadmap, and investment oversight.”
Another organization lists some responsibilities of the vice president of finance and operations as follows:
Making a positive community impact is possible only when effective operational practices are in place. Foundations are now building their operations capabilities and accountabilities, enabling them to focus on both planning and operations successfully. Your organization can too. Contact Lee Kuntz to talk about the operations challenges you see at your organization.