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case studies

Newport City Council

Quote:

 “We were very pleased with their efficiency and professionalism.”

Mandy George

Practice Manager, Law and Standards

Business Situation:

The Law and Standards Department of NCC had become over bureaucratic and inefficient, with the back office administration teams becoming complacent in their approach to work. Lighthouse Consultants was asked to review the department in line with best practice Project Management and Lean Process Improvement techniques.

Business Solution:

 Lighthouse Consultants conducted a ten-day review of the back office operations.

 Three back office functions were process mapped – the legal operations relating to housing, family welfare and business – and operational quality of the services offered analysed.

 Opportunities for improvement were documented and recommendations made for Quick Wins and mid-term operational model changes.

 Results:

 Over 30 recommendations were made on how to improve operational efficiency of the Law and Legal Standards department

  • Trained the whole admin team in Project Management and Lean improvement techniques
  • Changes were implemented within 2 months of the recommendations being made
  • Effectiveness and efficiency measures increased from day 1 of the changes being implemented.

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