In 2017 Equifax identified a need to embark on a journey towards better process management. Equifax started to understand that they needed to think end to end. Not just how they do a task, but how the work connects across all teams.
In a highly regulated environment there was a need to meet FCA regulations for robust controls to manage the business. They onboarded a team to help with the process management strategy and it was quickly identified that engagement of key leadership around the role of a process owner and manager were going to be key and also the right place to start.
Building the methodology and approach
The course was designed through close collaboration between our consultant and Equifax’s process management consultant. Together they designed a 2-day training intervention to help leaders to start making the transition towards thinking more process centric.
Our consultant learned about the Equifax methods they wanted to adopt and weaved these into the design so that the training reflected the Equifax process management model. Once designed it was tested with key individuals to check the approach and key messages.
Equifax leaders were taken through 2 modules both lasting one day. Each day was made up of theory and practical along with the opportunity to use some of the approaches on their own processes, with the support of our consultant. At the end of day one the group went back into their world with some actions defined to bring back to day two.
Taking this highly practical approach helped to validate the learning and provide the leaders with the opportunity to commence the work in a safe environment away from their operational challenges
Over 60 leaders have been taken through the programme and supported in learning and applying process management theory onto their own processes.
They are beginning to challenge the current status quo and see how they need to work together for the good of the customer. They have begun to challenge current measures and search for better measures that tell them about the processes they own.