Business Process Redesign

Our proven approach to business process redesign allows companies to reduce operating costs and improve quality and customer service while making life easier for employees.  Using a variety of techniques including "lean" process redesign techniques developed by Toyota, the Burnie Group will work hand-in-hand with frontline staff to identify ways to eliminate waste and perform tasks more efficiently and effectively.  Improvements in Business Process Redesign typically deliver a 25-50% reduction in time for a given process.

Customer Service

By starting with an understanding of customer needs, businesses can build a “customer-back” design that delivers significant top-line growth. The Burnie Group can help to define the critical elements to outstanding customer service and develop supporting sales processes and tools to meet these needs, typically delivering topline growth of 3-5%.

Workforce Management

Having the right workforce management systems, tools and practices in place is critical to effectively managing a company’s resources. Simply, it’s about getting the right people doing the right things at the right time.  The Burnie Group has experience developing and implementing the practices and organizational structures that are key to effective workforce management.  Workforce Management in itself can deliver 5-15% in labor reductions, and is critial to sustaining BPI and customer service initiatives.

Performance Management

You can't manage what you don't measure. Developing a balanced set of metrics that are relevant and actionable is critical to driving performance. The Burnie Group can work with your organization to design an effective performance management system that will help to drive and sustain results.

Change Management

It is estimated that more than 70% of transformations fail.  Beating the odds requires proper engagement of the organization, clear targets, a rollout approach that supports the adoption of improved ways of working and reinforcing processes and tools that sustain results.  The Burnie Group has extensive experience in executing transformational change and ensuring clients achieve their desired results.

The Burnie Group has experience in a wide range of industries including financial services, retail and healthcare and in a variety of functions including retail operations, back office administration, end-to-end supply chain and procurement.