Helping the hungry by improving processes The client: The Welcome Centre provides emergency food and toiletries packs, household goods, bedding and clothes to people in crisis. The client’s problem: The Welcome Centre was expecting a big increase in demand and needed to know how the operation could be improved both in the short term and for the future when new IT and accommodation could be found Outputs from the study A management report which was discussed by trustees Summarising: Problems faced by staff and volunteers Outcomes from workshop Quick wins Recommended future processes Suggestions for new IT systems The approach The consultants studied documents relating to the Centre’s operation and visited to see it in practice, its constraints and difficulties. They devised a questionnaire which was sent out to management, trustees, staff/volunteers, donors and referring agencies seeking initial views on problem areas and possible solutions. They used the responses to the questionnaires to design a half-day workshop which was attended by a mix of trustees, the manager, staff and volunteers. The workshop discussed problems and potential solutions, then considered ‘ideal‘ business processes for the future, to assist the trustees and management in designing systems to be used after the Centre’s move to new accommodation. Each group looked at a different set of processes: receiving, sorting and storing goods, and handling referrals, sorting out packs and handing to client. A report recommending quick wins and longer term plans was delivered and discussed by the trustees. The benefits Enhanced communication between all parties Appreciation by trustees of day to day problems facing staff/volunteers and vice versa A clear list of problems together with simple quick solutions Process maps detailing: Current processes Outline recommended future processes With your input we feel we are more equipped to deal with the expansion of the organisation Chair of Trustees