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Process improvement Case Client: ZEDNY for Interpersonal Skills (NGO)
Presented By: Mahmoud El-Gamal
Contents
• About the Client
• Business Case
• Project Scope
• Project Details
• Illustrative case
• Samples of Deliverables
Ab
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t th
e C
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About the Client ZEDNY for Interpersonal Skills
Born in the summer of 2004, as an initiative taken by a group of
young Egyptians in order to transfer expertise, business and
human interpersonal skills and experience they have
gained through practice and friction at work and international
companies market to undergrads and fresh grads.
Soon later, the initiative evolved to be a a leading Non-
Governmental Non-For-Profit Organization with the scope of
developing Egyptian youth.
The scope of the organization was to bridge the gap between
college graduates and market needs in terms of interpersonal and business skills.
Bu
sin
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Ca
se
Business Case Soon after Zedny initiative started, it evolved to be an organization. The big market need for the service offered by Zedny resulted in a rapid rate of growth and expansion.
This growth showed in the number of attendance in the different courses, reaching 7000 by the end of the 2nd year. On the internal team members side, the organization grew from 15 to 35 by the end of the first year, reaching 75 by the mid of the second year.
With the growth in team members, there was an inevitable change in the team functions, team members, duties and responsibilities of teams and members. And with the huge turn over in the volunteer based activities, a big amount of errors and problems started to surface due to many reasons:
• The newness of the staff implementing the process.
• No clear processes were defined/communicated to staff.
• No consistency in implementing the same process if implemented by different team members.
Having established a very good and unique reputation in terms of quality of service, Zedny could not afford the damage that might happen to its reputation due to the repeated errors.
And the need of a radical and effective solution to the situation became a must.
Pro
jec
t Sc
op
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Project Scope
The Project initiated by Mahmoud El-Gamal ,Zedny
operations manger at the time, with the following
objectives:
1. Creating processes for the tasks that had no
clear/known process yet.
2. improve/Standardize the already known process
to increase consistency.
3. Document all processes to act as either a
reference or source of training for new members
Pro
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t D
eta
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Project Details
• the project entailed the creation of the so called
“Zedny Operations Manual”
• This manual is a physical manual that included an
illustrative and detailed explanation to every single
process or task that needed to be done in order to
execute the different activities of Zedny Team.
• The list of processes of the manual were as follow:
Project Details (Continued)
Below is the table of Content of the operations
Manual
Illu
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tive
Ca
se:
Re
gis
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tio
n P
roc
ess
Illustrative Case: Registration Process
• This is the process where
attendees was informed
about available courses
and how can they benefit
from them and then submit
their data through a
registration form to enroll in
any given course.
• The registration process was
done totally manual and
using hand written receipts
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• The registration process was the main and most vital
process among all operational processes at Zedny.
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• This process had the biggest share of the errors that
occurred due to
• The registration process was very slow causing
accumulation of customers and a long waiting time.
• The registration process took 7 – 15 minutes per
customer.
• The long waiting time caused in many cases loss of
potential customers.
• Many errors occurred in data entry causing false data
Illustrative Case: Registration Process
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There were many causes to the problems coming from the
registration process. The main ones were:
• the information and inquiry were done by the same
members who did the registration process resulting in
doubling or tripling the needed time for each customer.
• The whole process were done manually which
consumed a lot of time especially in payment process.
• Not all the members were acquainted with the details of
the registration process.
Illustrative Case: Registration Process
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The solution of the registration problems came as follow:
1. Separating the teams/members who did the information and inquiries from those who did the registration as in the pictures.
2. Doubling the number of the information and inquiry members
to accommodate the customers rush and minimize the
waiting time
Information & Inquiry
Registration
Illustrative Case: Registration Process
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3. Converting the manual process to an automated one
by designing and creating a registration system
A Screen shot from the created system
Illustrative Case: Registration Process
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4. Creating a documented and clearly illustrated process
maps to act as a guide fort the team
Illustrative Case: Registration Process
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1. Massively Reducing the complaint from waiting time:
measured by the number of complaints received in this
regards.
2. Reducing the registration time to 3 – 5 minutes per
customer
3. Better satisfaction and engagement from internal
member as they mastered the job required from them
Illustrative Case: Registration Process
Sa
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of D
eliv
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Samples of Deliverables
Here are some samples of the outcome
deliverables:
Layout of the hall where the
courses were done, with indicated location of logistics
Samples of Deliverables (Continued)
Membership card making step-
by-step guide
Mahmoud El-Gamal [email protected]
