Pro Bono O.R. supported Diabetes UK to improve their supporter donation management processes

1. Process Analysis for Continuous Improvement
The client
Diabetes UK – working on behalf of all people affected by and at
risk of diabetes across the UK.
The client’s problem
Supporter donation management processes can be complex, involve
duplication and use multiple external parties and internal depts. Process
improvement will ensure the best supporter care and internal use of
resource.The solution
• Supporter donation process maps
• Team and supporter donation workshops
• Process observations and recommendations
• Skills transfer to enable Diabetes UK to repeat analysis and
deliver approved recommendations
The benefits
• Provided external evidence to support existing improvement initiatives
• Provided new, evidence based improvement areas for consideration
• Highlighted the benefits of engagement with staff and supporters in
continuous improvement design and prioritisation
• Provided OR knowledge and skills transfer so Diabetes UK can continue
to analyse and improve their existing processes
The approach
Thales conducted a Diabetes UK donation process review. This involved
engagement with Diabetes UK to capture and then review each process
map. Once approved we reviewed the maps for duplication, inconsistency
and bottlenecks in the processes.
We conducted a data review to see what is generated and how it is used.
We designed and ran a workshop with Diabetes UK staff and supporters
to compare and contrast opinion of what Diabetes UK does well and what
could be improved.
Utilising process and data analysis, and the understanding of Diabetes UK
gained by staff and supporter engagement we produced a series of
observations and recommendations to support their continuous
improvement programme.
Fundraising options for
supporters
DUK processes DUK and partner teams
We are very pleased with the outputs of this project. The team
provided us with a number of recommendations and actions that
will undoubtedly have a positive impact on the relationships we
have with our supporters.
Unde
rstan
d
DUK
Engagement
External
Review
Supporter
Engagement
Information
Capture