Process Mapping Driving Growth, Compliance and Confidence

The initial focus was documenting existing processes from disparate document types into interactive, linked process maps. But this soon evolved into a comprehensive process improvement initiative, as Liberty Spark helped departments to understand the difference between documenting what they actually do, versus what they aspire to do.

This shift in perspective proved crucial. By mapping actual workflows first, Wellcombe Group created a foundation for genuine process improvement. By mapping ideal processes, they produced realistic improvements, instead of wishful thinking. The back-office team became early adopters, embracing the new system because their processes included all the attachments, links and detailed guidance needed for practical implementation.

There was an immediate impact on team confidence, particularly among new and junior employees. Process maps provide clear guidance, enabling managers to delegate with confidence, knowing that comprehensive instructions are readily available. When mistakes happen, the first question is “Did you use the process map?” It’s created accountability as well as identifying opportunities for improvement.

Every error or deviation from process has become a learning opportunity, allowing the team to re-map to make it more user friendly, accurate and useful. This continuous improvement approach ensures that process maps evolve from theoretical documents into practical, user-tested tools.

The process mapping exercise revealed significant operational inefficiencies that were previously unnoticed. Multiple departments were performing identical tasks, with three different teams sometimes handling the same process step. This discovery was particularly problematic for the Contracts & Compliance Team, who were receiving the same information from multiple sources, each processed slightly differently.

By identifying these overlaps, Wellcombe Group eliminated redundant work and established clear accountability for each process step. The impact was immediate – tasks that had been causing confusion and delays were streamlined, with single points of responsibility clearly defined.

The detailed process maps became invaluable for their Head of Innovation to identify automation opportunities. The visual process maps enabled strategic decisions about where automation would deliver the greatest impact.

The recruitment workflow through their CRM system was transformed with automated touchpoints, candidate communications, interview reminders and redeployment processes.

Paradoxically, the automation made their service more personal, rather than less so. All the little important details that were taking up people’s processing power and time are now done automatically, enabling the team to focus on more quality interactions.

Breaking down departmental silos was a significant organisational benefit. Process mapping revealed the interconnections between different teams, encouraging collaboration and awareness. When teams now consider process changes, they think about the impact on other teams.

This collaborative mindset proved essential when the Portfolio Office Manager wanted to change their process, they can now consider the specific impacts on finance. The visual process maps enable both teams to identify where their processes intersect and resolve the pressure points effectively.

The transformation was particularly clear during their next ISO 9001 reaudit. Previously, audit preparation involved weeks of stress, chasing documentation and ensuring processes were recorded. With Liberty Spark, the processes already existed, were being updated in real-time by approximately 80% of department heads and were easily accessible through the intranet homepage.

Wellcombe Group has since achieved ISO 9001 certification and is now working toward ISO 14001, confident in their process management foundation. The stressful days before audit are over, replaced by a system where compliance is built into daily operations.

Process updates that previously required downloading documents, making changes, seeking approval and redistributing files is now completed with simple in-system updates. New employees can work through processes independently, accessing embedded guides and third-party links without constant supervision.

The glossary feature has proved particularly valuable in a sector rich with acronyms and specialised terminology. New joiners can hover over unfamiliar terms to access definitions, enabling learning in the flow of work rather than through separate training sessions.

Process maps now support business case development. The visual representation of current processes provides compelling evidence for proposed changes, helping to justify investments in new systems or process improvements. This evidence-based approach ensures that technology investments align with operational needs rather than being driven by the appeal of new tools.