IGS facilitated face-to-face (and hybrid) strategic workshops to collaboratively identify root causes to issues across multiple stakeholders and suppliers.
Integris Group Services have worked with our client, providing Internal Audit Services that recently progressed to providing additional strategic advisory and implementation of strategic initiatives.
Off the back of a successful document development project (a Knowledge Management System) Integris Group Services were engaged to support one of the Business Unit Leads within our client’s organisation.
One department within our client’s organisation is responsible for programming and coordinating multiple internal teams, as well as external stakeholders, to provide delivery of the core services for Members.
With a continued series of issues being identified without any clear investigation for the root causes, Integris Group Services were requested to support the facilitation of multiple teams to resolve these issues.
The Problem
The regular stage reviews conducted within our client and with its suppliers was identifying a series of symptoms, which were all “explained” by each stakeholder as caused by the actions or inactions of another team or another supplier.
This triggered the Head of Department to conduct a review and consider realignment of the current operating model across the team.
Consequences
Balancing the need to investigate symptoms further with the need to coordinate and engage suppliers and internal teams, the Department wanted to obtain external or separate support to protect the existing relationships held between the team and the other stakeholders during the engagement.
Further, the need to reduce risks of health and wellbeing of team members, to improve the current approach to delivering services as well as planning for further improvements were top of mind, however had not been adequately incorporated into previous stage reviews.
Finally, due to the engagement of team members interstate and internationally, the engagement required both remote and face-to-face channels.
Our Solution
Through the engagement with over 27 internal stakeholders as well as multiple stakeholders from its suppliers, a staged approach was followed:
Stage 1 – Discovery
Document collection, collation and data analysis helped frame the initial hypotheses and problem statements for further analysis
Stage 2 – Root Cause Analysis
To ensure that a thorough assessment of the root causes were identified, Integris Group Services tailored a series of analysis techniques to use during the scheduled strategic workshops, which would both identify and verify the root causes in a hybrid remote and in-person forum.
Stage 3 – Solutionising
Upon validation of root causes, identifying immediate, corrective and preventative actions to mitigate these causes, and
Stage 4 – Implementation Planning
Collating agreed actions and prioritising for incorporation into a proposed remediation roadmap.
Upon completion of implementation planning, an extension project was undertaken to deliver high-value short-turnaround development of supporting process documentation. This has helped to mitigate risks as well as identified the need for additional training needs assessment, training package development and provision of training for key and supporting team members within our client.