Ванчура. Картирование процессов для операционной эффективности и согласованности команды
Разработано 120 адаптированных процессов для жилого, коммерческого, сервисного и брокерского подразделений Vanchura. Задокументировано более 600 задач для оптимизации операционной деятельности и повышения эффективности. Вовлечено 6 ключевых бизнес-команд для обеспечения слаженности работы и операционной эффективности.
01 —The Impact
The results, up front.
Operational Efficiency: The new processes significantly improved Vanchura’s internal operations. Clear workflows and guidelines reduced friction points between teams and departments, leading to smoother operations and better client satisfaction. Team Alignment: The process mapping initiative created a strong sense of alignment between Vanchura’s residential, commercial, support, and broker divisions. Teams worked more cohesively, with clear responsibilities and structured workflows, fostering better collaboration and reducing operational delays.
02 — The Challenge
Where they started.
Residential Division: We focused on developing processes that covered the full scope of residential operations, including: Sales: 11 processes for managing the entire sales lifecycle. Post-Sales: 13 streamlined post-sales workflows to ensure customer satisfaction and seamless handovers. Community Management: 14 designed to create a strong sense of community and maintain high living standards. Financial Management: 5 processes that ensure transparency and efficiency in handling residential financial transactions. Commercial Division: For the commercial side, we built processes that focused on: Pre-Contract: 5 step-by-step workflows for managing contract negotiations and preparations. Contract: 3 processes designed to ensure compliance and smooth contract execution. Post-Contract: 7 workflows for managing obligations and transitions after contracts are signed. Financial Management: 7 detailed processes for handling commercial financial operations efficiently. Community Management: 6 tailored processes to support the management of commercial community spaces. Combined Operations: Community Management: 5 processes that oversee the interaction and management of both residential and commercial spaces. Financial Management: 3 processes for managing finances across both sectors to ensure consistency and accuracy. Support Functions: To ensure that support functions operate effectively, we created: Customer Support: 10 clear workflows for escalation, issue resolution, and client communication. Operations: 2 detailed workflows for the smooth day-to-day running of the company’s operations. Operations IT: 3 processes to manage the IT infrastructure, support, and maintenance. Marketing: 8 strategic workflows that guide Vanchura’s marketing initiatives, ensuring consistency and alignment with business objectives. Projects & Development: 4 processes to manage project planning, execution, and delivery. Broker Operations: We designed processes for broker-related activities across both residential and commercial properties: Broker Operations: 6 structured workflows to oversee all broker-related activities. Broker Commercial Rent: 3 processes for managing broker interactions related to commercial rentals. Broker Residential Sales: 5 detailed processes to manage the sale of residential properties through brokers.
03 —What We Did
The work.
Process Mapping
We mapped 120 processes in total across residential, commercial, and support functions, as well as broker operations. Each process was carefully designed to address Vanchura’s operational needs, streamline communication between teams, and anticipate potential challenges in day-to-day operations.
Stakeholder Engagement
We worked closely with Vanchura’s leadership to ensure all processes aligned with the company’s vision and operational goals. Review sessions with stakeholders provided valuable feedback, allowing us to refine the workflows and ensure they addressed all necessary aspects of the business.
Process Delivery
The final deliverable included 120 processes, each thoroughly documented and customized to meet the specific needs of Vanchura’s divisions. The delivery included discussions on future optimizations, ensuring these processes would remain effective as the company continued to grow.
04 — Approach & Methodology
How we got there.
CX Consultant
05 —In Practice
Project samples.
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