In essence, process improvement aims to standardise procedures to reduce deviations from an established standard, creating consistency and efficiency across operations. For example, in a Local Government setting, standardising the application process for building permits can streamline approval times, reduce errors, and enhance compliance.
However, as with all forms of standardisation, there are trade-offs. Achieving the next level of operational excellence requires a clear understanding of these trade-offs, allowing us to make informed decisions on when to adhere strictly to standardised processes and when to customise solutions to meet unique client or community needs. For instance, while standardising routine council requests can be beneficial, tailoring services to address complex cases—like heritage site applications—may provide better value to constituents.
Process improvement is not complete until staff are equipped to adapt our solutions, approaches, and processes based on client needs. After all, we’re not on an assembly line; we’re dealing with people. Recognising this human aspect and training our teams to enhance the client experience is essential to truly elevating service quality.
