In a world where quality labour is hard to find and expensive, we need to ensure that people are as efficient as possible. It is time to put a broom through your processes and rethink them, particularly given the impact of technology. In this webinar, we’ll discuss the aspects of a re-engineering plan.

Presented By:
David Smith, Smithink

Key Takeaways:

The Need for Change:

• Many firms follow outdated processes simply because “we’ve always done it that way.”
• Now is the time to reassess and innovate for better efficiency and client service.

Lessons from COVID-19:

• The pandemic forced rapid decision-making and process adaptation.
• One firm transitioned to a paperless environment in three months after delaying it for years.
• Firms should adopt a similar proactive stance in process improvement.

Implementing a Process Framework:

• Appoint a “Process Policeman” to oversee and ensure compliance.
• Introduce zero tolerance for process deviations to maintain consistency.
• Leadership must set an example by adhering to established processes.

Optimising Workflow:

• Develop clear pre-job and post-job review procedures.
• Ensure processes add value to the client while maintaining efficiency.
• Establish structured engagement letters outlining client response expectations.

Leveraging Technology & AI:

• AI is revolutionising firms, much like the PC revolution of the 1980s.
• AI-powered tools (e.g., ChatGPT, Fireflies, automation software) can enhance personal productivity.
• Assign an AI champion to monitor advancements and ensure secure implementation.

Robotic Process Automation (RPA):

• Automate repetitive tasks such as ATO portal queries and data entry.
• Use keystroke memorisation and workflow automation to enhance efficiency.

Client-Centric Process Design:

• Improve the quality of client-provided data to reduce bottlenecks.
• Consider two-tier processes based on client complexity and risk profile.
• Provide clients with value-driven reporting, such as Smith Inc.’s one-page summary report.

Commitment to Change:

• Some firms guarantee turnaround times with fee refunds for delays.
• Document processes thoroughly for consistency and scalability.
• Firms not yet fully paperless should prioritise digital transformation.

Conclusion:

Efficiency and process improvement should be ongoing commitments within firms. Businesses can enhance profitability and client satisfaction by challenging outdated methods, embracing AI and automation, and fostering a culture of continuous improvement.