Case Studies

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In 2022 we provided management consultancy and SOP design services to Unifin, a full-service business process outsourcing and accounts receivable management service provider. Based in USA, Unifin initially got in touch with us due to a lack of procedures for their offshore resources, especially their performance management process. On an in-depth study of their existing procedures, we also suggested that they invest in other areas as well which includes

  • A robust contingency plan
  • Clearly defined HR policy and Roles
  • Process development for coaching and feedback to employees

Deliverables

As per the client’s requirements, Infinikey solutions delivered the following solutions

There were no clearly formulated Performance Management Processes in place

We formulated SOPs pertaining to performance measurement and management for offshore resources, which is equal parts important and challenging when most of the resources are offshore. Do achieve this, industry standards and best practices were utilised both in terms of setting KPI’s and performance benchmarks. Such for done for a myriad of factors ranging from telephone to service benchmarks. Furthermore, a system to review and report KPIs and employee’s performance with regards to them was also developed.

There was an absence of clarity on what steps to take with regards to performance outliers

Having no system in place to deal with outliers, or simply employees whose performance is not up to scratch came up in the course of our contract with the client. To counter this, or at least manage it, Unifin was given different strategies ranging from informal methods like coaching and counselling to formal methods like a Performance Improvement Plan (PIP)

HRM processes, roles and descriptions were not in place

Since this was a new segment to the business, no real definitions were in place in order to help managers and line workers with understanding their roles and responsibilities better. Furthermore, there was no plan in place to deal with the day to day of operations, and they were being dealt with what we commonly refer to as firefighting. Not only were jobs and responsibilities defined for the client, a schedule for regular meetings was also suggested in order to keep all the actors in the loop of the day to day of the organisation.

Contingency plans for disruptions in business were not in place

A modus operandi on what to do when any event, natural or man-made, disrupts operations was sadly missing from the client’s repository, so a plan was formulated to deal with any occurrence that could impact standard business operations. Since the business is largely concerned with electricity, telephone and internet connectivity, therefore, a contingency plan was put in place to deal with uncertainties arising from such events.

The process for managers to counsel and give feedback was put in place

Managers need to be able to counsel and give feedback in a manner that builds up the employees morale as well as their skills.  This process starts right from the planning for a task to the execution. To do so, we recommended different models for both counselling and feedback to employees

The Impact

Six months after we delivered the project to our client, we reached out to them to enquire about how their performance was progressing, and the report they presented us with was very encouraging.

  • Managers were now communicating expectations to employees in a better and clearer way
  • Regular feedback gave employees a true assessment of their capabilities while also giving them a goal to reach out for, thus positively impacting their productivity and efficiency.
  • Coordination issues that were previously arising due to lack of proper work definitions as well as a serious dearth of regular meetings and huddles was also resolved.

In conclusion, establishing a robust performance management system and implementing effective management practices changed the clients business for the better, while catering to the weaknesses within their framework.

Banks are increasingly recognising the importance of prioritising the enhancement of their website accessibility to serve their clients and prospects better. Recognising the pivotal role of digital platforms in modern banking, institutions are investing in user-friendly interfaces and streamlined content presentation. It was with a need similar to this that Commonwealth Bank set out to improve its accessibility to clients and users with special needs.

Commonwealth Bank has a vision of becoming the ‘Most Accessible Bank’ in Australia, and to fulfil this vision, it started from the very basics, i.e. amending its current framework and documentation that was available to its clients and users via its website. Infinikey Solutions’ Principal Consultant had the fortune to work on this project along with a dedicated team of professionals, and together they brought the project to fruition over a span of fifteen months.

To kick off the project, an exhaustive audit was conducted to meticulously evaluate the status of the PDF documents, discerning between those that are still required on the website and those that are not required anymore. An internal team consisting of SMEs (Subject Matter Experts) was also employed by the client to perform audit, developing processes and conducting trainings.

Once the audit was completed, the in-scope PDFs were checked for inconsistencies and an external vendor engaged to remediate said incongruities. Furthermore, a risk framework was established in collaboration with the risk and compliance teams for the PDFs that could not be made accessible, while defining parameters and processes future authors and stakeholders had to meet in order for prospective files to meet accessibility criteria.

To ensure that the publishing teams are on the same page with content authors, detailed SOPs were established to ensure that all future content abides by the accessibility standards, and to eliminate any possibility of a future occurrence where PDFs do not abide by the set principles.

More often than not, measures or requirements set by an organisation may slip through the cracks due to ineffective communication by the stakeholders, and to ensure they are performed impeccably in this case, robust processes were developed and implemented to ensure compliance to bank’s accessibility requirements. Furthermore, a comprehensive training was conducted for all the stakeholders to make sure they understand the new processes and the requirements set for them.

Once all the PDFs were made accessible by the vendor, they were republished on the website to meet the project requirements and formally close the project.

Making documents and materials accessible for those with impairments isn’t just about compliance; it’s about empathy and equity. It’s a testament to our commitment to inclusivity, ensuring that everyone, regardless of ability, can access information and participate fully. Embracing this proactive approach reflects values and compassion, fostering a more empathetic and supportive community.

The role of suppliers serves as the linchpin of their respective industry, especially within the construction industry, providing the essential raw materials needed for building projects across the nation. Their reliability ensures the uninterrupted flow of raw materials, crucial for meeting the demands of infrastructure development and housing construction. Beyond the construction sector, these suppliers have a ripple effect on the broader economy as well.

One such supplier, Alpha Timber decided it was time to set down structured Standard Operating Procedures, as well as WHS compliance protocols to ensure the safety of employees.  To do so, they decided to engage Infinikey Solution’s services, who completed the task for the client during the given time frame.

During the course of developing processes and procedures for Alpha Timber, Infinikey Solutions was able to identify key problem areas in the management of the business, and offered comprehensive solutions in order to counter the current issues they were facing and also as coverage in case of any problems that might have occurred in the future.

The biggest issue that Alpha Timber was facing was the complete absence of structure in terms of its Human Resource Policy. Without having an employee management and ethics SOP in place, Alpha Timber was ‘winging it’ on a day-to-day basis. Furthermore, there was no system in place for rewarding good performance, as well as discouraging slip-ups and misconduct. A code of conduct was designed for employees for day-to-day activities, organisational interactions as well as communications with customers. Furthermore, expectations and responsibilities were laid out in a clear and concise manner for employees as well as management.

In the course of formulating a robust human resource policy, Infinikey Solutions set up a Check-in Performance Enhancement Tool, which would facilitate future discussions on current performance as well as planning developmental activities for all the staff. In addition to that, KPIs were also employed to measure employees’ performance as well as the reward system for them to achieve their targets.

We also formulated a comprehensive policy with regards to addressing of grievances, regular meetings, as well as trainings and confidentiality practices.

With our tailored policy solutions, we have revolutionised the Alpha Timber’s operations, cultivating a dynamic workforce that drives efficiency and innovation. Our partnership has not only optimised internal processes but also positioned the company as a leader in sustainability and employee satisfaction within the construction industry.

Our client reached out to us with a very concerning issue. Being a player in the Aged and Disability care category, they had been served with notices of non-compliance as per the Work Health and Safety requirements of WorkSafe Australia. The absence of occupational safety protocols was glaringly evident in an unpleasant situation that put both the staff and residents at risk.

Facing public scrutiny and legal repercussions, the upper management was forced to confront their negligence and employ Infinikey Solutions’ services to overhaul their WHS practices, bringing them in line with industry requirements. It was a wake-up call for the care home, a reminder that the safety and well-being of their residents and staff should always be their top priority. Furthermore, an eviction policy was also formulated for residents whose needs had surpassed that what was within the client’s capacity, and this was done with the intention of complying with the safety standards for both the staff as well as the residents.

Once Infinikey Solutions was engaged with the project, it was discovered that the line staff as well as the middle management had conveyed their concerns regarding the safety of the staff and in effect that of the residents to the top management for them to dismiss said concerns. It was assessed that there was a serious communications gap between the operational and decision-making units.

To assist with this, Infinikey Solutions formulated an all-encompassing Employee Consultation Policy comprising of regular meetings, reviews and trainings, paving a way for line employees and operational managers to have a positive input in issues from the development of facilities to resolution of problems. The structure for regular meetings and trainings provided a vital introduction to the upper management to the genuine challenges the workers were facing.

Moreover, Infinikey Solutions recommended regular audits and reviews of the current policies and procedures of the organisation, to eliminate practices that are no longer beneficial and to develop new practices to keep up with changing circumstances. Furthermore, Infinikey Solution also adjusted the SOPs it developed for any contingencies that might arise in the future as well.

The communication across all channels, or the lack thereof, can either make or break an organisation. It is not uncommon that the top management is not cognisant of the difficulties line workers or operations managers, and oftentimes external assistance is required to draw both sides out of this rut.

With the guidance provided by Infinikey Solutions, the client was able to correct its course, comply with health and safety requirements while also improve communication across the board to circumvent any similar issues which could have arisen in the future.

When Endogear Australia, a specialised apparel store, initially reached out to Infinikey Solutions, it was because they were facing issues with adhering to the procedures that were laid out by the management. Furthermore, the store was facing a large number of product returns and cancellations, despite having a product they were confident was an excellent quality. Customer reviews were at an all-time low, and the client was afraid that it wouldn’t bode well for sales in the long run.

Upon closer inspection, it was discovered that the client was not adhering to any specific formula or method of order processing. To tackle this, we developed Order Processing Guidelines, with criteria for timely fulfilment of order. Furthermore, Quality Control Measures were drafted and enacted to ensure that customer received the best that the company could deliver. Communication procedures were set out for the customer support department, so that queries and complaints could be dealt with in a timely and agreeable manner.

The product return issue highlighted another problem area for the Endogear Australia: inventory management. More often than not, the incorrect product or size was sent to the client, resulting in dissatisfaction and an ultimate return of the product. Inventory management procedures were set, with regular stocktaking and sorting of inventory items.

In the broader sense, the client was suffering from a lack of synergy in between departments as well. Furthermore, with a lack of a cohesive communications strategy within the organisation, most employees were left to do as they saw fit rather than following a set of procedures. This was particularly problematic with regards to the offshore resources, who were not working in unison with the onshore resources. To counter this, a detailed communication strategy was enacted within the organisation to assist all involved parties to work better. Furthermore, process optimisation and vendor management strategies were also suggested for a better and streamlined workflow.

In terms of setting out proper HR procedures, Infinikey Solutions also introduced hiring and on boarding procedures. To further that cause, Infinikey Solutions also introduced a system for addressing grievances and performance assessment.

Infinikey recommended that while the client’s presence was reasonably substantial on the online front, the on ground visibility was next to nothing. Infinikey recommended that the client partner with local businesses, especially areas or places that are hotspots for the target market to allow the prospective customer an opportunity to appreciate the look and feel the product in person.

Implementing comprehensive processes and procedures not only resolved immediate challenges but also established a framework for continuous improvement and long-term success. Strategic guidance and tailored solutions, empowered the client to navigate complexities with confidence and achieve their business objectives effectively.