COVER Magazine interviewed Letitia Carroll, Managing Director of Rock Consulting

COVER Magazine interviewed Letitia Carroll, Managing Director of Rock Consulting on ways in which companies can improve their business processes.

COVER: One of your main objectives is to support finance companies in their quest for improved efficiency in their administration. What are the challenges these companies face with administration?

Whilst we have concentrated most of our efforts on the finance and insurance industries initially, we do not limit our services to those industries. Rock Consulting is able to assist any organisation with its business and staff efficiency.

The problems being faced by industry as a whole are:

· In- efficient processes that have developed over a period of time, these have not been re- analysed to identify any bottle necks, duplications and better resource allocation.

· Poor system utilisation: in many instances, we have found that the systems used by our customers have a capacity to perform additional functions which would be of assistance to the customer; however, without proper analysis of the existing processes, these requirements have never been identified or requested.

· Poor maintenance and dissemination of processes: invariably the processes documented and implemented have been changed over a period of time by the operational staff. In many organisations, the processes were documented, agreed upon, implemented at the outset and then stored. One would thus not be able to access the information (as the document always has to be searched for) and perform a specific task as recorded – either not enough detail was captured for one to be able to access the relevant information on the system or actual process being performed would have been amended by the individuals performing the tasks.

· Non-existent /poor standard operational base line: all documented processes need to be kept up-to-date and in such detail that the tasks can be performed by a temporary resource, if required (for example, during maternity leave). Not only does this safeguard a certain amount of intellectual capital or ‘know how’ for the organisation, but it ensures that each staff member is empowered to perform to the expected standards of the organisation. Staff members are no longer dependant on the ‘memory’ and training given to them during ‘on the job’ training by more senior individuals in their department; they are able to access the information and ensure they are performing their tasks as stipulated or required. The standard baseline is thus available for work and on-the -job training and future development, testing and change control.

COVER: What mistakes do companies normally make when streamlining administration and cutting costs?

The biggest mistake is automation without thorough detailed preparation. Merely automating an operation that is not working efficiently simply results in accelerating poor outcomes. Without proper analysis and the use of the specialised tools available, clients may concentrate attention on an area they perceive to be the problem, rather than knowing for sure exactly what the specific problems and delays are.

COVER: Where are the biggest opportunities for companies to optimise and cut spending?

Companies should prioritise operational efficiency and should start by conducting a review of their existing operational processes and the link into the systems currently being used, as described in the answer to the first question.

COVER: How would you guide companies in assessing the efficiency of their business processes?

Rock Consulting recommends its clients adopt a phased approach, going through a few stages to deliver the end result. These stages are project-specific and are identified and documented as part of the Scope of Work for each and every project.

COVER: What should companies be looking for in the software tools they utilise to support business process management?

They need to ensure that the tool is current, and easy to use; the tool must be able to record all required detail and enable this detail to be reviewed and analysed in a variety of ways. Dissemination of the recorded information is vital, via any of the following media: HTML, RTF, RACI.

COVER: How do you ensure that the measures you implemented are followed through on at the end of the consultation process?

The Rock Consulting methodology involves all parties from the outset to ensure staff buy-in; in addition to this, client management is left with tips on how to implement and maintain the processes drafted and agreed upon by all. Recommendations and change control guidance, as well as an option for a six month results review, are also made available to the client.

COVER: To what would you attribute your success and having survived the financial crisis?

Rock Consulting is a small organisation, operating at maximum efficiency. Our projects do not only deliver advice and recommendations but in many instances we actually conduct the recommended work for our clients as well. Internally we are measured on a delivery basis; this ensures good customer service and, in many instances, repeat work from our clients.

COVER: How do you engender loyalty in your clients and in your staff?

Our principle maxim is very simple: “We strive to be the kind of company that we, ourselves, would like to do business with.” Our honesty, integrity and high values are highly regarded by our clients. Rock offers the best service possible – always ensuring the scope of work and deliverables are clear to all parties at all times throughout the project. The entire Rock Consulting delivery of service process is transparent, with regular project progress reports being delivered to our clients. Our project staff are remunerated on a ‘by project’ basis, thus ensuring we maintain an energetic team. This also encourages a high standard of delivery.

COVER: Where do you see Rock Consulting in the future?

The Rock Consulting team has worked hard to ensure we obtain repeat business from our existing client base. In the future, we would like, not only to build on this existing client base, but also broaden the services utilised by each client, ensuring they are able to benefit from the full skill set Rock Consulting have on offer.

COVER: What is the rationale behind your slogan?

It’s HOW YOU DO IT … As a consulting agency, we pride ourselves in the high standard of work we deliver. Simply doing the work is not enough; it must be done to a standard which sets us apart from our competitors. Our slogan also refers to the detailed work we do with regards to process management and efficiency. It’s not just the transacting of business in today’s industry that will give your organisation the edge, but HOW you transact that business that will ensure your organisation is the best in its field. As mentioned, our goal is to assist organisations with the tools and knowledge at our disposal to ensure they deliver to their clients world-class service in the most efficient, cost-effective manner.