Business Process Analysis at Capita

About Capita

Capita is the UK’s leading business process outsourcing and professional services company, delivering back office administration and front office customer contact services to private and public sector organisations across the UK & Ireland, Europe, India and the Middle East.

The Challenge

capitaCapita wanted to review one of its business processes to identify how the system and process as originally implemented could be improved upon. The objective was to eliminate operational inefficiencies and to establish if any sub-processes were not being implemented as expected.

capita website

The Solution

A full process and system review was undertaken to help bring all stakeholders to the same understanding of what the issues were and how these might be addressed. One to one sessions and group workshops were used to understand and agree the ‘As-Is’ process and the associated issues. Process maps were used to facilitate understanding and agreement.

A workable ‘To-Be’ process was then built out and documented. The related process/system review document was finalised. This identified a number of process and system change initiatives that reduced system and process inefficiencies and improved the quality and speed of the work being performed.

The Results

 Productivity improvements as a result of the elimination of inefficiencies.
 Process moved to a tactical footing for reducing backlog and streamlining.
 The process maps for the ‘As-Is’ and ‘To-Be’ processes provided a graphical representation of system and process issues which aided understanding and agreement.

“The Zing business analyst’s methodical approach to documenting the processes ensured the project objectives of identification of process inefficiencies and process optimisation were achieved.”

Ella Kane, Business Analyst Manager, Capita.

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