What We Do
Effective organisations define this as the efficiency with which an association is able to meet its objectives. This means an organisation that produces a desired effect or an organisation that is productive with a minimum of waste. In addition, for an organisation to achieve and sustain success, it needs to adapt to its dynamic environment
At MAPS, our team works with our customer organisations to support individuals to do everything they know how to do and to do it well. MAPS can help improve organisational efficiency by increasing the capacity of an organisation to produce the desired results with a minimum expenditure of energy, time, money, and human and material resource
MAPS focus on five key areas when working with our customers: leadership, decision making and structure, people, work processes and systems, and culture.
Great customer experiences start with an in-depth understanding of the customer, their needs and the journey they take with an organisation. At MAPS we work with organisations to build strong relationships with their customers and to optimise the customer experience with the organisation.
With customers, every interaction, be it call, visit,click or swipe, is an opportunity to build on the growing relationship. To make the most of these opportunities, separate data sources, support teams and tools, as well as customer attitudes, attributes and behaviours, need to be connected and mapped across touchpoints and channels. At both the individual and aggregate level, this organised view provides an intuitive and holistic understanding of the customer and their journey.
Shifts in customer behaviour, key interaction patterns, agent performance, and process bottlenecks all become evident from the perspective of the customer journey.
MAPS focus on breaking down the artificial barriers between channels and learning from the available data in order to minimise customer efforts, remedy bottlenecks and reduce operational costs.
Our customers know their business intimately and at MAPS we are fluent in the latest process and technology. This combination provides the perfect platform for innovation which is at the heart of our business. We approach every project brief with fresh new entrepreneurial thinking, adding value through inventive and creative digital solutions. Detailed research, user-centric design, user testing and best practices lead to exceptional user experiences that deliver real result.
Change and improvement initiatives are all well and good but how does an organisation make sure they can be sustained?
At MAPS we work closely with the customer team to make sure that positive changes are sustainable in the organisation. We do this by making sure the project can apply the following principles:
- The goals of the change are consistent with the organisation’s strategic aims
- The change improves efficiency and makes jobs easier. Benefits of the change are immediately obvious, supported by evidence, and believed by the stakeholders.
- There is a system in place to identify evidence of progress and monitor progress, act on it, and communicate results.
- Staff have been involved from the beginning of the change and adequately trained to sustain a new process. Staff feel empowered as part of the change process, and believe the improvement will be sustained. Organisational leaders take responsibility for efforts to sustain the change process, and staff generally share information with and seek advice from the senior leader.
- The process can be adapted if and when other organisational changes are made, and there is a system for continually improving the process.