ABSTRACT
One of the problems I have found with applying ‘re-engineering’ in professional service firms has been in the generic nature of the approach and in the language used. The term ‘re-engineering’ can be confusing and indeed intimidating in a professional services environment. This is why in my consulting work I use the term ‘Smarter Working’ and developed a more focused and tailored approach for working with professional service firms. This approach blended re-engineering and Lean approaches to provide an effective approach for process and service innovation in a professional services context.
Cost reduction alone is not the only benefit – nor the only goal – for Smarter Working. Improving the value delivered to the client is just as critical.
