This international non-profit manages a membership organization recruits and provides coaching and learning resources to 3,400 groups
The Member Life-Cycle, from the moment a prospective member expresses interest until the time their membership ends. This includes the recruiting and support model of group leaders.
Process Capability Goal: Grow the business to 4,210 groups by June 30, 20XX; Includes new and renewals
The triage team identified and prioritized 5 Small NowSM action items and 9 Big NowSM project-size process improvements, a very ambitious slate of improvements for a non-profit.
What pleased the triage team most:
‘Ranking the Small / Big Now’s’
‘Visual identification of flow of process & points of pain with steps to fix.’
‘Seeing how each piece drives the next and how “pains” affect customer vs. internal.’
‘Customers realism, business rule clarity.’
‘Identifying how the business needs to drive our IT efforts & how to do that.’
This non-profit’s ratio of more projects than action items is typical of organizations with limited or extremely conservative cash flow. The triage focused the leadership team on most valuable improvements and recognized they may not complete the whole list.