Process Mapping

  • How many steps are involved in process from procurement to invoice processing? 
  • Which all departments (raising request, approval, PO creation, etc.) are involved in finalizing the procurement of raw material? 
  • What are the steps taken by each of the departments? How long does it take across each of the processes?
  • What is the current workflow for procurement till vendor payments? How can they be optimized?
  • What is the overall TAT for the entire process? And what are the global benchmarks for the same?
  • What are the steps that can be automated to bring down the TAT? 

Relevant Case Studies

  • Mapping the process from purchase to payment for an Oil drilling equipment company
  • Understand gelatin sponge buying behavior of hospitals
  • Value chain mapping for cyber insurance distribution
  • Mapping the process of raw material replenishment in specialty chemicals manufacturing plant
  • Process mapping across bike-based platforms
  • Process mapping across various payment modes
  • Mapping the process from purchase to payment
  • Mapping thinking process for taking online gold loan

Mapping the process from purchase to payment for an Oil drilling equipment company

Mapping the process from purchase to payment for an Oil drilling equipment company

Objective

  • An Oil drilling equipment company wanted to deep-dive on the thinking process and understand customer mindset while purchasing / leasing drilling equipment’s. The client also wanted to understand how the thinking process evolves when equipment is purchased / leased online instead of offline

Methodology

  • Conducted in-depth interviews with customers who had either leased or considered leasing (N = 50) to understand thinking process involved in leasing equipment, especially leasing equipment through online platform
  • Conducted customer survey (N = 350) in 2 weeks across 10 cities (mix of metro, tier 1 and tier 2 cities) for different customer archetypes across geographies, age-groups, income, and employment categories to understand key considerations while leasing / purchasing drilling equipment and propensity to purchase / lease online
  • Created a flow chart enumerating the 4-step thinking process customers follow while choosing vendors to lease / purchase from including reasons thereof
  • Identified where purchase vs leasing fits in the entire thinking process and how customer decides between purchase and leasing once equipment requirement enters the consideration set

Impact / Outcome

  • Client clearly understood the entire thought process behind purchasing / leasing products and the additional nuances that appear if purchase / leasing is through online platform
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Understand gelatin sponge buying behavior of hospitals

Understand gelatin sponge buying behavior of hospitals

Objective

  • The client wanted to assess the use cases, purchase criteria, purchase journey, awareness of gelatin sponges, and compare with competing products in the market

Methodology

  • Held 75+ primary conversations with surgeons and procurement managers of different types of hospitals, medical institutes, and chain hospitals
  • Found out the key purchase criteria, purchase journey, and latent needs of the customers
  • Evaluated awareness and NPS of different brands of gelatin sponge in the market

Impact / Outcome

  • Enabled client to understand key customer KPCs, and latent needs across the purchase journey and identify the preferred gelatin sponge brand in the market
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Value chain mapping for cyber insurance distribution

Value chain mapping for cyber insurance distribution

Objective

  • A PE client was looking to understand the cyber insurance space, particularly the distribution value chain. The client also wanted to know the various cyber security tie ups with key insurers and scope of cyber security solutions across each

Methodology

  • Conducted in-depth interviews (N = 10) with experts across the distribution value chain – from reinsurers, insurance carriers, brokers to agents to understand roles, key players and offerings
  • Conducted in-depth interviews (N = 5) with experts on insurance regulation to deep dive on specific regulations for each stakeholder
  • Mapped entire process flow for insurance market in detailed steps along with clear understanding of underwriting risk undertaken at each step

Impact / Outcome

  • Client clearly understood the process flow and role of cyber security solutions across each channel
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Mapping the process of raw material replenishment in specialty chemicals manufacturing plant

Mapping the process of raw material replenishment in specialty chemicals manufacturing plant

Objective

  • A mid-sized textiles company wanted to understand best practices for raw material replenishment and receiving by mapping the process followed by key competitors 

Methodology

  • Conducted in-depth interviews with manufacturing plant managers and procurement teams of key competitors to understand their raw material replenishment process end to end (N = 20) 
  • Conducted in-depth interviews with warehouse managers and staff to understand warehouse receiving process starting from receiving, inspection and storage) (N = 25) 
  • Created flow charts to explain the processes in detail, recording nuances by geo, raw material type and vendor size 
  • Identified best practices and formulated the ideal replenishment and receiving process for the client 

Impact / Outcome

  • Client understood and was able to create a replenishment and receiving process to minimize production stoppages, maximize capacity utilization and also control costs 
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Process mapping across bike-based platforms

Process mapping across bike-based platforms

Objective

  • Client was looking to understand the process flow of various bike-based platforms (bike-taxis, last mile delivery, etc) 
  • Client also wanted to understand the costs / incentives / earning models in each platform along with comparison in terms of market potential 

Methodology

  • Conducted in-depth interviews (N = 40) with bike-based operators to understand the various options and moats of bike-based gig jobs 
  • Conducted in-depth interviews (N = 5) with industry experts to understand the platform side perspective on bike-based gig jobs 
  • Mapped entire process flow for each bike-based platform in detailed steps along with positives and pain points 
  • Combed through regulatory data to understand regulatory landscape suitability for each bike-based gig job 

Impact / Outcome

  • Client clearly understood process flow for each bike-based profession along with economics and market potential 
Let's talk

Process mapping across various payment modes

Process mapping across various payment modes

Objective

  • Client was looking to understand the process flow of various payment modes (RTGS, NEFT, IMPS transaction, card payments, e-Wallet, etc.). The client also wanted to understand the transaction charges / fee / earning models in each payment mode along with comparison in terms of time taken

Methodology

  • Conducted in-depth interviews (N = 20) with payment industry experts to understand the mechanics of various payment modes 
  • Conducted in-depth interviews (N = 10) with banking industry experts to understand the transaction and fees involved in each payment mode 
  • Identified various stakeholders involved in the payment process (Payer, beneficiary bank, PSP, merchant, etc.) and conducted in-depth interviews to deep-dive into each step 
  • Mapped entire process flow for each payment mode in detailed steps along with Turnaround Time (TAT) 
  • Combed through regulatory data (NCPI, RBI, etc.) to understand transaction charges and fees involved in each payment mode 

Impact / Outcome

  • Client clearly understood process flow for each payment mode along with transaction / fees charges and TAT
Let's talk

Mapping the process from purchase to payment

Mapping the process from purchase to payment

Objective

  • A mid-sized construction equipment company wanted to deep-dive on the thinking process and understand customer mindset while purchasing / leasing construction equipment. The client also wanted to understand how the thinking process evolves when equipment is purchased / leased online instead of offline. 

Methodology

  • Conducted in-depth interviews with customers who had either leased or considered leasing (N = 50) to understand thinking process involved in leasing equipment, especially leasing equipment through online platform. 
  • Conducted customer survey (N = 350) in 2 weeks across 10 cities (mix of metro, tier 1 and tier 2 cities) for different customer archetypes across geographies and employment categories to understand key considerations while leasing / purchasing construction equipment and propensity to purchase / lease online 
  • Created a flow chart enumerating the 4-step thinking process customers follow while choosing vendors to lease / purchase from including reasons thereof 
  • Identified where purchase vs leasing fits in the entire thinking process and how customer decides between purchase and leasing once equipment requirement enters the consideration set 

Impact / Outcome

  • Client clearly understood the entire thought process behind purchasing / leasing products and the additional nuances that appear if purchase / leasing is through online platform.  
Let's talk

Mapping thinking process for taking online gold loan

Mapping thinking process for taking online gold loan

Objective

  • An online gold loan fintech wanted to deep-dive on the thinking process and understand customer mindset while taking a gold loan as compared to other loan products. The client also wanted to understand how the thinking process evolves when the loan is taken online. 

Methodology

  • Conducted in-depth interviews with customers who had either taken a gold loan or considered taking (N = 150) to understand thinking process involved in taking a gold loan, especially taking an online gold loan 
  • Conducted customer survey (N = 500) in 2 weeks across 10 cities (mix of metro, tier 1 and tier 2 cities) for different customer archetypes across geographies, age-groups, income, and employment categories to understand key considerations while taking a gold loan and propensity to take online 
  • Created a flow chart enumerating the 4-step thinking process customers follow while choosing among loan products including reasons thereof 
  • Identified where gold loan fits in the entire thinking process and how customer decides between gold loan and other loans once it enters the consideration set 

Impact / Outcome

  • Client clearly understood the entire thought process behind taking a gold loan and the additional nuances that appear if the loan is given online.  
Let's talk

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