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Should professional service businesses audit internal processes?

Written by Chantelle Warner • Business Manager
Published on 04 Feb 2019

Regardless of the industry you are in, it’s always important to review your internal processes on a regular basis to ensure that you are running as efficiently as possible. This will help you identify areas that may need improvement or some slight changes to ensure that you and your team are able to deliver the best possible service to your clients.



Why should professional services audit internal processes?

Many businesses fall into the trap of ‘but that’s the way it’s always been done’, this is a really dangerous mindset to have for any and all business owners. With technology increasingly growing, a company that decides to continue using the same processes they’ve had 15, 10 or even 5 years ago are at great risk of falling behind their competitors.

Think back to 5-10 years ago, what if internal processes were never reviewed, no booking appointments online, no correspondence via email, no receiving your funds electronically. Imagine how much time we would waste!


5 reasons to review your internal processes;

  1. Improves process efficiency
  2. Reduces costs
  3. Improves staff morale
  4. Competitive advantage
  5. Minimises errors


How to get started and review your internal processes;

Start out by mapping the process if you don’t already have the procedure written.
Analyse the mapped process, highlight where you think the improvements can be made. I.e. one step in a task is taking an employee 30 minutes. Can we make this better?

Research! Google will be your best friend.

Find forums from other business owners in your industry, see what they are doing and get feedback on different processes. Research reviews and pricing.

Pro & Con list – weigh the good and bad for implementing the change – there may be a fee for purchasing a new piece of equipment or a monthly fee for a new software subscription but will it save you money or time? Will it improve your services?

If it is a big change, request a trial period to test the product.

Case Study:

A client had a repetitive administration task that took their Administration Assistant over 1 hour per day to complete.

When the Manager mapped out the process, they found the largest part of the task was manually dragging and dropping files into their document management system, this one step was taking about 30 minutes. Is it possible for the manager to make this process more efficient?

She did some research and found a program that will do that whole step automatically so she compared the pros and cons.

They are paying this employee $30/ hour. This means 30 minutes is $15

Multiply $15 by the number of times the task is completed weekly: 5 times a week

5 x $15 = $75.

$75 x 4 weeks = $300/month

The new software will cost the business $150/month

This leaves $150 remaining. The client just saved $150 per month ($1,800 per year).

As a result, the administration officer’s morale has also improved as she now has an extra 30 minutes per day to work on more engaging, less monotonous tasks.

Imagine what you or your employees could be doing with an extra two and a half hours a week.

Now it’s time to review your internal processes, start asking questions about your business:

Can it be done better?
Is there a quicker way?
Can we make this experience better for our clients?
Can we make this process easier for our team?

Check out another recent blog in this category.

Chantelle joined the Fitzpatrick Group team in 2014. She is responsible for undertaking and managing the efficient and effective operations of the business. Chantelle provides support to the business owners in performance managements and profitability objectives.
Authour • Chantelle Warner

Business Manager, Fitzpatrick Group

Post Categories: Managing Business

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