A premier UK membership organisation specialising in the development of UK and overseas Taxation professionals needed to review their operational structures

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The organisation

The UK’s premier taxation membership organisation, established by Royal Charter, fulfils membership and networking services as well as providing the most demanding professional accreditation in the industry to over 17,000 active tax professionals working in the UK and overseas. Overall membership including students exceed 30,000.

Their needs

This membership organisation recognised that their existing operational structure had reached a natural saturation point with current technologies, and had identified major opportunities to exploit growth in membership numbers. Therefore they wanted to have an independent assessment of their operational model in order to prepare a route to re-engineered processes which can take advantage of future growth potential.

How we helped

We helped confirm student and membership wants and needs by conducting a series of extensive surveys in order to ensure future operational models were tailored to meet student and membership wishes.

We then mapped all operational processes for Membership administration and Educational services, confirming current roles and responsibilities, and identifying where these could be improved to reduce critical risks that may impact operational efficiencies and delivery of service quality.

Risk assessments were produced for areas of concern, and plans for improvement activities to make processes more robust were identified and approved for a time-phased implementation.

Although the prime focus, and specific client requirements was to assure improved quality of service delivery, many improvement objectives managed to identify areas that additionally improved operational efficiencies. Exploiting these efficiency gains was important so that the organisation can be restructured to exploit major membership growth with the current levels of dedicated teams of specialists.

Benefits achieved

We worked sensitively with the client to develop a deployment plan delivered using internal staff to a timing plan that enables the organisation to internalise change using the skills of the specialised staff the organisation employs.

View a testimonial from this client here Business process review at Royal Chartered membership organisation

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