2019 (c) Optimist Business Solutions

CLIENT STORIES

"Every problem can be solved and every process can be improved."

- Joy E. Mason

Our clients are a diverse group that come to us with a wide range of problems we help them solve. Below are just a sampling of the situations we've provided solutions for, actions taken and results achieved.

PRIORITIZATION IS KEY

Situation:  An organization without a formal process for prioritizing or tracking program steps. The members of the organization treated most tasks with equal priority, resulting in a staff that was stretched and stressed out.

 

Action taken:  The Optimist strategist worked with the client to create customized tools for project tracking and mapped process steps for the client’s major programs. The strategist also created customized tools for managing the client’s unexpected stakeholder project requests.

 

Result:  The staff can now track program milestones and better prioritize their work. The tools used have improved communication within the organization and communication with community stakeholders, as well as reduced the stress felt by the staff members.

INCREASED PRODUCTIVITY & EFFICIENCY

Situation: The Firm’s procurement process was taking far too long. Once an agreement was reached with a new client, it was taking the organization a long time to complete and sign the contract.

 

Action:  The Optimist strategist worked with the client’s team to map out the contracting process.  This allowed the team to identify opportunities to eliminate unnecessary steps and to execute other steps in parallel.  The future-state map created by Optimist for the client revealed an opportunity to go from a 49% process efficiency to a 77% process efficiency.

Result:  The Client is already seeing the benefits of a more efficient formal process for completing and approving contracts.

40% INCREASE IN CLOSURE RATE = SATISFIED CLIENTS

 

Situation:  This firm has recently experienced a significant decline in their client closure rate (the finalizing of a contract after proposal submission), and they didn’t know why. 

 

Action: The Optimist strategist worked with the firm’s leadership team to apply six sigma strategies, in order to obtain customer feedback and identify root causes for the decline.

Result: The firm responded to the customer feedback gathered by adding another touch point to the contract closing process to hear and address client concerns.  The client closure rate increased almost immediately by 40%.

SUCCESSFULLY DOING MORE WITH LESS

Situation:  The new leader of the organization identified a need for their processes to be more clearly defined.  The need for process clarity and efficiency had become imperative, as the size of the staff had been significantly reduced.

Action:  The Optimist strategist worked with the staff to map five critical processes.  The strategist provided the organization an approach and evaluation criteria for conducting procedure audits, and guidance on how to use selected on-line project management tools to better track the organization’s work.

Result:  The staff is now on the path to accomplishing a much more efficient execution of 5 major processes.

STREAMLINING PROCESSES & INCREASING PRODUCTIVITY

Situation:  The organization felt a need to realize a higher return on investment from the funding of a ‘Section 8’ program for the homeless. The program spanned several agencies and involved processes that were not clearly defined.

 

Action:  The Optimist strategist facilitated a detailed process-mapping exercise with members of the multiple agencies. The process-mapping resulted in three key outcomes:  a written document describing the processes being utilized, a new dashboard to report metrics to key stakeholders, and a accountability plan for agencies and stakeholders.

 

Result:   The new process-map revealed opportunities to streamline the housing process by 16%.  The analysis and streamlining also resulted in a 49% increase in families moving forward from the voucher waiting list to the voucher application step.