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.
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.”
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.
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.
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.
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
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.
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.
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.
Community action programs (CAP agencies) are the last local line of defense for families in need. They feed and heat our neighbors. They step in to ready young children, who would other wise be left behind, for school success.
Some CAP agencies want to do more. Therefore, they are building their team’s process muscles. Then they are taking a deep dive into their operations processes to better meet community needs. Their outcomes are recapturing and reinvesting work time and better meeting state mandates. Learn the innovation happening at one CAP agency from our presentation at the Minncap Annual Conference.
Many philanthropic organizations look to increase their focus on racial equity. Yet, how will they find the capacity to do this work? Capacity to bring in more funds? Run another educational program? Take on added back office work to accommodate these efforts? Some are adding staff and expenses. Others are working to cut existing programs. Another set of grantmakers are finding their capacity by transforming their processes, recapturing hundreds—even thousands—of hours. A key driver of these impressive outcomes? Process transformation tool training and expert coaching.
Solving the Capacity Constraint
Process transformation is an advanced deep dive into processes to uncover and solve inefficiencies and ineffectiveness. For example, a nonprofit organization’s goal was to educate minority, non-English speaking minority home seekers on how to purchase a home. Before they received this education, home seekers were onboarded through a complex process that took 90 days. Since homes in their price range were being snapped up quickly, those stuck in the onboarding process did not get the help they needed in time to buy their desired home. Also, this long, complicated onboarding process consumed tons of nonprofit labor hours, which limited the number of community members the nonprofit could serve.
This nonprofit team solved their challenges by conducting a process transformation event on their onboarding processes. With the help of process transformation coaching and training, this team significantly redesigned onboarding, decreasing turnaround time from 90 days to a stunning 7 to 20 days. The nonprofit also recaptured time, which they redirected to educating more community members. Due to their process transformation coaching and training journey, this organization now makes a bigger racial equity impact by enabling more minorities in their community to buy a home.
New Process Transformation Tools Require Training
Process transformation uses more advanced techniques than traditional process improvement, including identifying waste and establishing fact-based quality management. Many of the process transformation tools come from the Lean operations, Six Sigma, and Human Centered Design methodologies.
Given that many process transformation approaches are new to users, they need training to use these powerful tools successfully. Whether the training is face-to-face or online, attendees of our training both learn to use the approaches and accept the need for improvement in their own work. Organizations say this training readies employees to engage in change (human change management) and improves the organization’s outcomes.
Expert Coaching to Success
As with any tool, process transformation tools are effective only when they are used the right way. It takes practice to know how to get the most out of these methods. For example, my Six Sigma Black Belt certification required me to submit two successful projects that effectively utilized Six Sigma principles. This requirement acknowledges that such tools are learned and tested only through practice. Also, many certification programs require applicants to work under the direction of an experienced, certified coach to help them be successful.
We provide coaching to all the teams we work with to show how process transformation can work in their own unique situation. The benefits of this coaching are twofold. First, coaching builds process skills and muscles. Teams need confirmation that they are using a given tool the right way, and they gain confidence through supervised use.
Second, our experienced process transformation coach ensures that teams maximize their results. Years of practice brings a level of expertise about which tool to use and when and how to use it. For example, when should quality management tools be used? When should the team push harder to find wasted steps? When is the team basing its approach on assumptions rather than facts? On average, teams we have trained and coached have improved process outcomes by 52%. That means a process of 100 steps can be streamlined to consist of about 50 steps, with the resulting time recapture.
First Step to Increase Focus on Racial Equity: Create Capacity
Philanthropic organizations who look to increase their commitment to racial equity can increase their capacity for this important work through process transformation. Grantmakers who transform DAF grants, gifts, or other critical processes can recapture a thousand or more hours hundreds of hours without doing additional hiring or stopping the programs they were already doing. You can too. Contact Lee to identify your goals and challenges and to formulate a process transformation plan that will recapture your team’s capacity.
When a foundation or nonprofit 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. The most effective way to do that is to use system upgrades as an opportunity to reexamine internal processes.
In this live, no cost webinar learn the best practices for integrating the business processes and people into new system implementation.
Register in advance for this webinar at: Not Just Plug and Play Webinar Registration.
To learn about these best practices, check out these articles: Address Our Humanity in New Software Installation and How to Reimage Business Processes for Software Implementation Success. And contact Lee Kuntz to share your new software implementation challenges.
My family learned that being awarded a scholarship is just the first step toward actually receiving funds. Prior to entering college, my son was awarded a scholarship administered by a community foundation. Over the course of his first three years in college, the foundation contacted us no less than a dozen times to get him that scholarship money. If his experience is typical, one can surmise that the task of administering the more than 1.5 million scholarships awarded annually in this country is cumbersome at best.
The Indiana Philanthropy Alliance’s GIFT Program shared with me that many of their members are squeezed by labor-intensive scholarship programs. When community foundations face these economic trials year after year, foundation sustainability can begin to erode.
Last week, eighteen leaders from five Indiana community foundations met online to confront these challenges head-on. Given the current pandemic, they participated from 16 different locations. We led them in plenary sessions and also had them work in breakout rooms at different points during the day.
An important step as we began our coaching was for each foundation to map its scholarship processes, enabling them to see what was really going on. Their eye-opening comments included, “How can it take this many steps and so many hours?” and “I didn’t know you were doing all that work.”
We then coached attendees to identify time traps—places where the work slowed and consumed massive capacity. Some key learnings were that existing software was not being fully used, duplicate and unclear roles were creating confusion and sapping work hours, and business policies such as sending students letters versus texted or emails were hurting the community foundation.
We asked these leaders to collaborate with their foundation colleagues and with others who attended this one-day event to identify solutions to their time traps. Through use of our templates, participants outlined a way to modify their current approach and institute a new approach. The four process transformation stages are as follows:
By the end of the day, participants shared how they decreased the work steps they planned to implement in their scholarship operations by 25% to 50%. Some of their changes will result in students receiving help and information via the technology they use every day. Scholarship fund owners will receive improved service and be able to award more scholarships. Community foundations will streamline operations and position themselves to do other important work in their community.
Participants were excited and encouraged about the new path they charted. One attendee said, “With everyone’s help, I now have a mind-blowing solution that will help both us and the students.” Another added, “Thank you, Lee. It was an enjoyable and productive day.”
Thank you to Terri Johnson, Rosemary Dorsa, and the Indiana Philanthropy Alliance’s GIFT Program for sponsoring this exciting event.
Any Indiana foundations interested in more information or being part of the next cohort can contact Terri Johnson for more information (317.630.5200). Contact Lee Kuntz to learn more about how your foundation can recapture capacity through transforming operations. Once their new scholarship process is implemented, these foundations will be more efficient and effective by recapturing hundreds of work hours. You can, too!
Many foundations are working deep into the night to get COVID-19 grants out. Thank you to those colleagues who are standing shoulder to shoulder with our nonprofits to help our community at this challenging time.
The good news for these community warriors is that they can take the first step to cure this capacity pain and achieve great results through our live online Think Differently Process Transformation Training™. This nuts-and-bolts, live online training is tailor-made for foundations. Attendees have recaptured time, delivered error-free results in half the time, maximized use of expensive technology, and created a smooth flow between departments. The secret to their success? These foundations built their process muscles through our transformation training and coaching. Then they applied these skills for ongoing improvement.
Live online training dates: September 14-17, 2020. 1:00 pm-3:00 pm CT. Class limit: 8 attendees.
Included in the training:
Registration deadline: September 4, 2020. Learn more or register at: Think Differently Process Transformation Training for Foundations – September Live Online Session
Our communities need us right now. Many philanthropic and nonprofit organizations are stepping up to the challenge. Yet these organizations are already at full capacity, with stressed and worn-out employees working overtime from their homes. As both donations and management fees are temporarily down, adding staff is not an option. How can these organizations create the needed capacity to help meet community needs?
Inspiration on how to overcome challenges can come from problem-solving rock stars. Albert Einstein, one of the greatest thinkers in history, said: We cannot solve our problems with the same thinking we used to create them.”
Innovative thinking is needed to survive, thrive, and provide the needed help in today’s environment. Acquiring new information and new skills often leads to creative problem solving. In today’s remote work environment, such problem-solving skills need to be taught through virtual training characterized by thought-provoking content and lively, engaging delivery.
Our Think Differently Process Transformation Training™ builds process skills effectively through live online training. Recently one foundation spokesperson shared their feedback on this virtual workshop. “We found this training both informative and energizing.” The training helped attendees identify a handful of sound process improvement ideas that they could implement. Our interactive online training teaches employees how to use tools that have consistently added value for philanthropic and nonprofit organizations.
We are all at a different level of readiness to change how work is done. In nearly every Think Differently Process Transformation Training™ session, someone joins on with his/her arms folded, not willing to learn new concepts. This workshop uses multiple techniques to improve attendees’ readiness. By presenting information, examples, and exercises, we help attendees move from being resistant to being receptive—even to the point of driving change. Lee Kuntz, process transformation coach and trainer, frequently sees initial resisters become the strongest drivers of process and results transformation.
Do you think of manufacturing when you think about concepts such as quality management and Lean Operations? It’s true that many process improvement tools work only in a manufacturing context. But after over 20 years of serving the philanthropic and nonprofit sectors, Lee Kuntz has identified the tools that improve performance in non-manufacturing settings. These methods integrate human-centered design concepts into process improvement practices, generating impressive results. Organizations average a 52% improvement in process outcomes when they use the tools taught in our training.
The employees who work various processes every day are in the best position to improve them. When they are the ones who identify improvement opportunities, they buy into the need for change and work diligently to put their own best ideas into practice
Therefore, our training is focused on building the skills of your employees. Our training explains proven concepts, demonstrates those concepts, and then asks attendees to use their new process skills during the online session. Through guided practice, attendees build their process muscles, creating the confidence and experience to help your organization successfully recapture time, deliver better and faster outcomes, and say yes to your governing board and community.
Right now, philanthropic and nonprofit organizations must function efficiently in order to meet the pressing needs of constituents. Through an investment in eight hours of live, online process transformation training, your employees will gain skills and hope while helping achieve your organization’s goals.
Learn more about our live, online process transformation training here: Training: Think Differently Process Transformation Workshop for Foundations.
For 20 years, Lee Kuntz has been helping organizations think differently about how work is done. With tech-savvy tools and engaging content, our online training and coaching teach employees how to capitalize on proven nonprofit best practices.
Is your office in remote mode? So many teams are now working from home as we collectively battle the COVID-19 pandemic. Remote work can reduce personal and community health risk. Yet it can be unhealthy for your organization. Remote work can be slower and less accurate, impacting your organization and your community. A key question in this transition is: With this big change of unknown duration, how will your team continue to serve your community in a seamless way?
Teams that move to remote work find key risks.
o Paper piles of work are no longer visible, resulting in stalled or forgotten work.
o In-person double checks and communication may not happen, resulting in errors and embarrassment.
o Quickly made process adjustments to fit remote operations create the risk of errors and missed steps.
o Back-and-forth online communications may slow work down, consuming already tight capacity.
Remote work is an opportunity to redesign your processes to regain capacity, maintain quality, keep up speed, and preserve your reputation. Some organizations are using proven process transformation tools to achieve these goals. For example, as a result of our process transformation work, one foundation recaptured time while delivering error-free results for three years. This group became an effective cross-organization team, performing better and accomplishing more in a consistently high-quality manner.
Is this what you are looking for?
If your team is going remote, connect with process improvement coach Lee Kuntz about a live, online checkup for your key processes. We use our proven process transformation coaching, training, and tools to help you mitigate risk and deliver upon your organization’s commitments. Checking up on small processes can be done in a couple hours.
Contact Lee to discuss how your team can create a seamless transition to remote processes while maintaining and growing great results.