Advising on scalable governance structure and business processes for LGBTQ+ friendly end-of-life service provider

Written by: Prima Chan, Managing Director for Strategy & Operations 2024

 

The Challenge:

As a start-up social enterprise, the client would like to define and formalise the business processes involved in its service delivery with a concrete governance structure that streamlines decision making. The client also wanted to understand how the set-up of a charitable arm should be done in order to maximise synergies.

 

Our Work:

• Conducted stakeholder analysis including customer segments and partner organisations to analyse the strength of their influence on different processes

• Benchmarked against comparable organisations to identify strategically feasible and suitable governance structures for the client

• Mapped the user journey and analyse key decision-making processes involved, and propose tactics to streamline those processes