Casewise enables The Hyde Group to communicate business processes helping to deliver faster, and more effective result

Since Hyde Housing Association was founded in 1969 it has grown steadily to become a foremost provider of affordable housing in London and the South East. In recent years the scale of growth has accelerated, due to the acquisition of stock from local authorities and other housing associations.

As a result of this rapid growth, and having worked with Casewise previously on a number organizational, operational and technical infrastructure improvement projects, Hyde were now faced with the task of reviewing current working practices, refresh existing process models and introduce standardized best practice processes to upport the management of properties and tenants throughout Hyde’s geographical regions.

Hyde currently employs a number of different corporate business process models. At the core of the infrastructure is the ‘Way We Work’ model, published via the associations corporate Intranet. The model, which describes Hyde’s Housing Management business processes, consists of 12 key process areas and 120 activity diagrams and is owned by the business and maintained by Hyde’s ICT Business Systems Team.

This central resource process model helps to support and communicate business change, supports the integration of new business and acts as a “one stop shop” for all staff to locate policy, process and iWorld information. The model also offers improved training and support services.

Hyde’s “Cashpoint” model; currently in development, describes the finance department operational functions and processes providing staff with easy access to the services that the department provides. In addition, a number of other non corporate models have been implemented to support ad-hoc project work including Gas safety, Invoices Process Redesign and Void to Let which incorporates As-Is and To-Be scenarios. Utilizing the Casewise Corporate Modeler Suite, the model refresh project focused on specific criteria, in particular:

Improved content

• Links to relevant resources (policies, procedures, forms, training materials)
• A complete review and update of diagrams with key stakeholders Improved usability
• Easier access / high visibility
• Alignment with new intranet design
• New “look and feel” to diagram

Improved usage

• Through improved content and usability
• Through raised awarene
• To establish business “ownership”

As a result, Hyde looked to enable a “virtuous circle” of usage, listening to feedback and improvement suggestions to ensure all process models remain accurate, up-to-date and relevant.

In order to gain authority and reaffirm commitment for the refresh and model improvement activities, Hyde’s senior management were engaged and highlighted to the business benefits of process modeling and process models.

Hyde then began working with the Casewise Corporate Modeler solution to develop a modeling approach and structure whilst devising standards so as to ensure a controlled and consistent approach to the overall project. In addition, Hyde’s ICT Business Systems Team developed a strategy for ongoing reviews, health checks and guidance to support the future evolution of business process model.

All of the ‘As-Is’ processes, with regional variations, were captured and updated within Corporate Modeler, along with additional accompanying opportunities for improvement, issues, risks and new systems requirements. Operational roles and responsibilities were then mapped to produce a detailed and refreshed ‘As-Is’ model of current business practice.

A refreshed ‘To-Be’ model was then constructed from the ‘As-Is’ model by working closely with stakeholders and considering each of the processes areas in turn. Process variations were analyzed and refreshed and best practice identified, enabling regional variations to be eliminated - leaving a standardized ‘To-Be’ model representing best practice from throughout the association.

Since the refresh project, Hyde has used every opportunity to promote model, obtain buy-in and seek feedback (positive & negative) through management presentations, floorwalks, training sessions and formal communications. Effective links has been develop and maintained with key groups and individuals across the business to support work in various areas such as policy & quality control, strategy groups and change initiatives.

“Casewise has been invaluable in helping us to understand and improve our business and ensuring that changes are communicated effectively to all employees. By utilizing Corporate Modeler, ICT Business Systems Team has been able to deliver results fast and effectively”