Published article: Invest in Your Operations Teams to Drive Your Mission Forward

Category: Lee Kuntz

Published article: Invest in Your Operations Teams to Drive Your Mission Forward

October 13, 2021 | 10:48 am

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.

Invest in your operations teams to drive your mission forward

 

Community Foundation Creates Powerful Scholarship Program

September 20, 2021 | 10:51 am

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.

Case Study: Community Foundation Creates Powerful Scholarship Program

Excellent Operations Help Deliver Community Impact

September 10, 2021 | 2:36 pm

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.

Importance of Operations

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 Skills

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.

Philanthropic Sector Designs New Operations Roles

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:

    • Oversee all financial, operational and personnel-related elements of the organization.
    •  Responsible for stewarding over assets and annual revenue focused on growth of philanthropic funds for ongoing community needs.
    • Provide management of and direction to finance and operations staff, and oversight of cross-departmental teams focused on staff engagement, mentorship and wellness opportunities.
    • As member of Senior Leadership Team provide strategic role in overall management of the foundation.

Moving Forward

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.

Live Webinar: The Secret to Recapturing Foundation Time And Capacity – August 19, 2021 @ 1:00 pm CT

August 5, 2021 | 8:33 am

Learn how some foundation leaders have cured capacity and stress pain points and become heroes to their staff, audit committees, and boards. One community foundation recaptured more than 60 percent of its working time and now delivers to their community both faster and more effectively.

First, hear the concepts that are getting results. Then, identify your opportunities to improve your foundation’s capacity to do more, delight the community, and get employees home at night.

Webinar time and date: August 19, 2021 at 1 pm to 2 pm central time.

Register in advance for this meeting:  https://us02web.zoom.us/meeting/register/tZAlde-pqDksHdGFoVFydB0vTvvV8XNir1RU.

 

After registering, you will receive a confirmation email containing information about joining the webinar.

Hear Lee Speak: Powering Up Productivity at the FAOG 2021 Conference

June 18, 2021 | 9:31 am

Hear Lee speak at the FAOG 2021 Conference on 9/15/21; 11 am – 12:00 pm

Are your foundation staff nearly working around the clock, yet is there even more to do? Are they working remotely or in transition? Are employees feeling stressed out? Are they at risk of leaving the foundation?

In this professional development session, leaders and individuals will hear and practice three engaging employee productivity best practices. Learning objectives include: 1) Learn productivity hacks; 2) Set up the productive workspace; 3) Lead the productive office.

This annual conference is open to Foundation Administrators and Officers Group (FAOG) members. Learn more about the conference at: https://www.faogcf.org/2021_conference.php

Community foundation friends: See you there!

What Will Your Organization Accomplish in the Next Four Months?

May 28, 2021 | 7:38 am

Many philanthropic organizations have only the next four months to position themselves for success this year. Given November marks the beginning the big donation season, that means there is only a limited window for completing this year’s agenda. Some organizations are focused on just surviving 2021. Others are engaging employees to solve pain points, create capacity, and get ready for the year-end donation season.

Challenges on the Horizon

Because of the far-reaching effects of the pandemic, this year promises to bring added challenges to the philanthropic sector. To be most productive and successful, you need to ask yourself several key questions: Are employees engaged? Do they have the skill and time to solve these challenges?

Return to Office: Just when remote work procedures are running well, many foundation staff are returning to the office. Once there, what process will they perform? Is the team ready to redesign processes for in-person success?

Regular Plus Special Programs: The Chronicle of Philanthropy recently reported that charitable giving is expected to return to pre-pandemic levels. That is good news for our communities, but it means philanthropic organizations need to be poised and ready to process those forthcoming gifts and grants. In addition to managing that workload, will your foundation continue to offer emergency assistance programs? Are social justice programs also on the agenda? How will your employees find time to do their regular work, plus take on any special programs?

System Replacement Goals: How are your systems holding up? With so much new technology available, did your organization include a systems change in its 2021 plan? Will it be in the 2022 plan? If new technology is on the horizon, where will you find the skill and time to ensure successful implementation?

Hiring in the Post-Pandemic Economy: More jobs are starting to be available as the economy regains its footing. Employees are starting to take advantage of new opportunities by changing jobs. As always, it’s challenging to find great candidates. How will you attract and retain good employees? How will you get new employees up to speed quickly so they can be productive when the end-of-year rush gets underway?

Pairing Challenges with a Solution

The consistent thread tying these challenges together is the need to engage employees in deciding how work gets done, create more capacity, and redesign processes for maximal effectiveness. Philanthropic organizations have successfully addressed these needs and achieved their goals through our process transformation coaching and training.

Learn more about our certified process skills in this blog post: Process Certification Helps Organizations Achieve the Results They Need 

Whether it is through our hybrid approach or all in-person, we help employees learn how to work more efficiently and effectively. By actively engaging employees in identifying opportunities for improvement and creating solutions, we foster an organizational culture characterized by nimble skill and empowerment.

An Example

Recently a California foundation sponsored our training and coaching package. First, through our four-hour hybrid Think Differently Concepts Workshop™, we taught attendees how to spot work steps that were value-added and those that were a waste of resources. They learned to solve these pain points. Employee feedback on the training included the following comments.
• “I liked the exercises and examples pertaining to our organization specifically.”
• “I liked working in small groups with people from other departments, and having time for questions.”

After the training, Lee meet with foundation leaders to design steps that will keep transformation skills in use.

Next, Lee coached this team in a deep dive into their gifts process. They took the process from 86 steps to 58 better steps while retaining strong internal controls. In the past, each pile of paper checks gifts was passed between staff 13 times. The team designed a new electronic, document-based process that cut handoffs in half. Error proofing is now a well-known and practiced skill.

The team will implement their new process before October so they can face the year-end donation season in a stronger position. Foundation leaders said that through this work, they expect to recapture capacity and deliver acknowledgements more quickly. They appreciated that the project was done on time and on budget. Said one leader about the combined training and coaching approach, “Lee used empathy, understanding and extensive knowledge of Community Foundations to help us streamline our process.” Added another leader, “We accomplished A LOT in a short time!”

In this blog post, learn more about how our training and coaching program works and why it is a worthwhile investment: This Year, Plan to Succeed!

What Will Your Organization Accomplish in the Next Four Months?

The very busy year-end donation season is coming soon. Rather than struggle through that hectic season, contact Lee Kuntz to learn what you can do reach your performance goals and thrive this year.

Process Certification Helps Organizations Achieve the Results They Need

March 12, 2021 | 7:37 am

Many consultants offer process improvement services alongside their other services, but a consultant who is certified in proven business process improvement methods can help your team reach ambitious goals most effectively. A certified process improvement consultant can help you achieve significant, measurable results such as recapturing capacity and realizing a faster return on new system investment.

What are the Proven Business Process Improvement Methodologies?

Business process improvement methodologies are all about transforming how work is done to improve outcomes. These approaches range from the latest techniques to traditional methods, some of which have been around for almost a hundred years.

  • Traditional business process improvement generates a process map and then identifies and solves pain points. It is a foundation for other methodologies.
  • Six Sigma is a quality management science that came to international prominence after World War II. World-renowned statistician and trainer Dr. Edwards Deming used Six Sigma concepts to help the Japanese manufacturing industry rise from the ashes after the war.
  • Lean operations came to prominence through Japan’s need to maximize their resources in order to compete on the world stage. It’s all about finding and eliminating waste, and it was a key principle in the 2001 best seller The Toyota Way.
  • Throughput management helps companies identify where processes get hung up, and it is delightfully illustrated in the 1984 best-selling novel The Goal.
  • Human-centered design is a creative approach to problem solving that starts with people you are designing for and ends with new solutions that are tailor-made to suit their needs. It is quickly becoming the hot new process, software, and service-design methodology.
  • Project management is the discipline of planning, organizing, motivating, and controlling resources to achieve specific goals. Are you surprised project management is listed here? Comingling project management with the methods listed above is key to delivering results on time and on budget.

Each of these methodologies produces desired results when used as designed. However, not all these industrial engineering techniques and tools work in every situation. For example, Six Sigma makes use of significant statistical tools that are great for challenges encountered at manufacturing companies, but they are of little value to service organizations. Yet the process control component of Six Sigma is valuable to any organization looking to deliver consistent results. The key is to identify and use the right methodology and tools for the challenges at hand.

What is a Business Process Management Certification?

Some professional certifications have a strict, common definition. For example, the AICPA governs the Certified Public Accountant designation, setting standards that are respected around the nation. Passing the CPA examination was a proud moment in my life, because the certifying exam was so difficult.

In contrast to public accounting, where the content is clearly defined by a single entity, becoming certified in business process management requires demonstration of competency in multiple disciplines. These disciplines overlap each other, as shown below.

Figure 1: Methodology Overlap

The training and certification exam for each methodology includes tools that are not taught or tested in the other disciplines. For example, the American Society for Quality includes only a handful of Lean operations tools in its Six Sigma Lean Operations Black Belt training and certification. The Lean Institute makes use of only a few Six Sigma tools in its program. For most of these methodologies, people seeking certification must prove their mastery through education, testing and, at times, the submission of completed projects that demonstrate their competency.

Why Certification Is Important

Business process management certification is important for several reasons. First, it represents independent verification of the applicant’s knowledge and skills. Certification serves as confirmation that the applicant has learned and mastered techniques.

Second, certification supports achieving significantly better outcomes, which is critical as process improvement success is judged on the results achieved. These significantly better outcomes could be fewer errors, higher quality, faster outcomes, a better experience for customers, or a new system installation that pays for itself in two years.

The chart below chart illustrates transformational results some of your colleagues in the philanthropic sector achieved when they used our certified process improvement services. Process steps were reduced and improved. Quality and speed were improved.

Figure 2: IPD Certified Process Improvement Impact

Innovation Process Design (IPD) can teach your team the business process management skills you will need to identify process improvement opportunities on an ongoing basis. By developing proficiency of your own, you will not be dependent upon a consultant to make continual progress.

The Innovation Process Design Approach

As IPD’s lead trainer and coach, I am certified, trained, and skilled in Lean operations, Six Sigma, human-centered design, project management, and public speaking. Our team’s depth and breadth of tools and experience enables us to select the tools and approaches that best address your specific challenges and goals. We have extensive experience helping philanthropic organization achieve significantly better outcomes. Our successful track record means you can complete process redesign faster, more efficiently, and with better results. Learn more about these results in these case studies.

Streamline Through Effective, Paperless, Electronic Payments

Maximize New Systems through Process and Practice Redesign

Conclusion

Business process management certification matters. Other organizations have experienced the advantages and results that certified process improvement brings. Your organization can too. Contact me, Lee Kuntz, to learn more.

This Year, Plan to Succeed!

February 17, 2021 | 1:17 pm

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 in 2021. If they do not, organizations will experience the same old pain and frustration in 2021.

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 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 in 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 customer 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.

 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. Contact me to learn more about training and coaching options.

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.

Hybrid Learning: Not Just for Kids Anymore!

January 14, 2021 | 8:57 am

Because of the pandemic, many of our children are living with hybrid learning models. This enables them to continue acquiring skills and knowledge instead of falling behind while schools are closed.

Now foundations and other nonprofit organizations can also stay ahead of the curve. Our process evaluation and transformation services are now available in hybrid format. This allows employees to join the sessions from wherever they are and participate fully in the process transformation training and process deep dive.

No employees want to be subjected to boring, online, recorded sessions where they just sit and listen to what someone has to say. Instead, we maximize various technologies to promote employee engagement in process transformation. We collaborate with those who actually execute various processes to find ways to increase efficiency and impact. Also, our joint creation tools enable attendees to both follow the conversation and review what was mapped already to ask questions and make good points in real time.

I really appreciated a recent client saying, “Lee works well in both in-person and virtual environments and is well equipped to ensure staff are involved, heard and feel valued.”

Learn more at: IPD Process Transformation Services Now Available in Virtual, in-Person, and Hybrid Formats.

Contact me to learn more about how our process evaluation and transformation hybrid events yield recaptured capacity, more equitable grant application evaluation, and better services to the community. Foundations and other nonprofits have achieved these results. You can too.

IPD Process Transformation Services Now Available in Virtual, in-Person, and Hybrid Formats

December 11, 2020 | 8:18 am

The pandemic has caused disruption to many organizations. The top priority for every organization has been finding ways to operate safely. Some also seek the capacity to do even more: more emergency assistance for their community; more internal and external social justice work; more services to donors. And they need to accomplish these goals in a safe, employee-friendly way.

To address these needs, we now deliver process transformation services virtually, in-person, or in a hybrid format.

What is Process Transformation?

Process transformation, unlike process improvement, goes beyond tweaking work steps. It entails a total overhaul to the way work is done. Some consultants  produce rudimentary improvement, but a certified process specialist identifies approaches and provides tools to recapture significant capacity. Innovation Process Design (IPD) is certified in proven operations improvement methodologies, including Lean Operations, Six Sigma, and Human Centered Design. We know how to tailor our approach to each organization’s unique mission and circumstances.

As a result, over the last twenty years, clients who have engaged our Think Differently Process Transformation™ services have achieved dramatic reductions in work steps in key areas, as shown in Figure 1.

Figure 1: Impact of Process Transformation

By reducing and improving work steps, nonprofits recaptured significant amounts of time, which they invested in new programs that have increased their community impact. Board meetings are more productive and require a fraction of the preparation time that had been invested before. Payments are made without delay, better supporting grantees’ needs. Donor gifts are confirmed in a faster and more efficient manner. Learn more about organizations’ process transformation results here: Process Improvement Case Studies.

Available Channels for Transforming Processes

In order for process transformation to be successful, staff members must be actively and safely engaged. IPD has had years of experience conducting transformation events in a variety of settings: in-person, virtual, and through a combination of the two. Our prior experience made it an easy transition to offer our clients three ways to engage in process transformation. The advantages of each option are detailed in Figure 2.

Figure 2: IPD Services Channels

Advantages of Different Channels

Engaging in an in-person deep dive to transform processes is a powerful experience. Yet this face-to-face experience requires committing staff to several full, consecutive days of in-person meetings. Since all-staff in-person meetings are highly unlikely for several months, waiting for in-person services will delay the time the team has to implement their newly designed processes and as a result, delay the benefits of process transformation.

Virtual meetings offer an alternative to full, consecutive day meetings, as three-hour transformation sessions can occur over several weeks. Spreading out this time works well for many organizations’ daily workflow. In addition, there is no travel time or travel cost for a virtual event, lowering the overall event cost compared to in-person meetings by around $2,000. Employees appreciate being able to continue to safely work at home, and the transformation initiative can start any time the organization is ready.

Our hybrid service channel provides the team options regarding who attends from which location. Our transformation trainer and coach, Lee Kuntz, can be at your site or at the IPD office. Your staff can attend in-person or from anywhere they have internet access.

Since work location is becoming more fluid, the hybrid model is likely here to stay. The benefits of the hybrid model, depending on how each organization configures it, include many from both the in-person and virtual channels.

Having these channels available to forward thinking foundations and other nonprofits means employees, whereever they are located, can safely and effectively transform their processes and results.

Taking the Next Step

Many leaders see that their community needs more help. Yet key to taking on this new work is increasing capacity. The good news is that leaders can begin their process transformation journey virtually, in-person, or in a hybrid fashion. Through a safe, flexible, and customized approach, organizations can start realizing the many benefits of process transformation without delay.

About Lee Kuntz

As founder and president of Innovation Process Design Inc., Lee has spent two decades using process improvement to solve the unique challenges facing leaders of complex service institutions. Through expert training and coaching, she helps teams look at their work with new eyes, transform how work gets done, and create real results. Learn more about Lee and how she helps organizations at improveprocess.net.

Contact Lee today to discuss your challenge.