SAAS Properties. Enhancing Operational Efficiency through Process Mapping

Context, Approach & Methodology

We conducted extensive interviews with stakeholders, dedicating significant time to understanding existing workflows, challenges, and areas for improvement. The goal was to develop processes that would anticipate future needs while minimizing conflicts between clients and internal teams.

Methodology:

• Broker Processes: Mapped out processes related to broker residential sales, broker operations, and registration.
• Residential Processes: Focused on key areas within the residential sector, including:
  • Sales: Covered 12 processes for the entire sales lifecycle.
  • Post-Sales: Documented 10 processes to ensure smooth transitions and customer satisfaction post-purchase.
  • Community Management: Developed 16 processes to enhance community living experiences.
  • Facility Management: Designed 5 processes aimed at maintaining and improving property facilities.

Groundwork

Process Mapping:

• Mapping included workflows designed to improve communication and efficiency. Each process was crafted to anticipate potential issues and streamline operations across teams.

Stakeholder Engagement:

• Upon completion of the process maps, we held review sessions with stakeholders. These allowed for minor enhancements and ensured alignment with the company’s operational goals.

Process Delivery:

• The final deliverable included over 40 documented processes, presented to stakeholders. Discussions on future optimizations were held to ensure continued relevance as the company evolves.

Result

Operational Efficiency:

The newly implemented processes reduced friction points both internally among teams and externally with clients. Clear guidelines enabled better client satisfaction and enhanced operational efficiency.

Team Alignment:

The process mapping initiative fostered better collaboration among teams, reducing misunderstandings and creating a more synchronized work environment.