Process Analysis Design
Avidor Baruch, Ilan Dee, Devender Sandhu, Boriz Schwatz,Itay Speicher, Matthais WurmboeckOperations Manangement – Bus 272A05.02.11
DrawingAndPlanningProcessDesignAnalysis.pptx 2
Process Analysis Design Project
Company Overview
What Is Planning Permission
Customer Process Flow
Perceived Flaws In The Current Process
Key Recommendations To Improve The
Process
5/2/11
DrawingAndPlanningProcessDesignAnalysis.pptx 3
Overview: Drawing And Planning Ltd
New approach to traditional business model
Opened in Feb 2010
First monthly profit in Mar 2011
100,000 web visits in first year
London, UK Office – 7 Full-Time Staff
Plan to open new locations in south London
(end of 2011), and Leeds, Manchester, and
Dublin (all in 2012).5/2/11
DrawingAndPlanningProcessDesignAnalysis.pptx 4
Planning Permission:Making A Change To A Property
5/2/11
Planning
Permission
NeededHouse Extensio
n
Loft Conversi
on
Convert A House To Flats
Build A New
House
DrawingAndPlanningProcessDesignAnalysis.pptx 5
Commercial & Residential Consultants
Commercial
Shops To Offices
Changing Use Of Shops
New Office Blocks
Residential
Planning Permission
Planning Appeals
Retrospective Planning
5/2/11
DrawingAndPlanningProcessDesignAnalysis.pptx 6
Getting Planning Permission In The UK
Planning Permission From Local
Government
Architect
Drawings
Application Form
Neighbor Approval
Aerial Surve
y
Design
Survey
Access Statemen
ts
5/2/11
DrawingAndPlanningProcessDesignAnalysis.pptx 7
Competitive Landscape
Architects• Customized• Expensive• Only provides
drawings (no consultancy)
Arkiplan.co.uk
• Standardized• Cheap• Limited
customer interaction (online system)
Consultants
• <30 UK companies
• One person” operations
• Localized• Word of
mouth5/2/11
DrawingAndPlanningProcessDesignAnalysis.pptx 8
Drawing And Planning Service Concept
1. Enquiries via telephone/internet2. Use of specialized CAD technicians 3. Cheaper competitors – Need to add value4. Customer approval during process5. Limits on service maximization6. Faster process than doing it yourself7. Use of technology to deliver quality &
speed8. Deliver entire planning package9. Understanding of local planning
regulations5/2/11
DrawingAndPlanningProcessDesignAnalysis.pptx 9
Target Customer
Geographically servicing only London
residents.
Customers:
Upper middle class
Lack of technical knowledge to do it
themselves
Perceive the process as time
consuming/expensive
Require an affordable solution
Limited involvement on their part
5/2/11
DrawingAndPlanningProcessDesignAnalysis.pptx 10
Standardized Service With Customizations
Standardized Process To Serve
Customer
Process Times Greatly Differ
Depending On Customer & Local
Council
Customizations dependent on client
needs5/2/11
DrawingAndPlanningProcessDesignAnalysis.pptx 11
Elements Of The Customer Delivery System
1. Feasibility Study
2. Property Survey
3. Customer Application Approval
4. Customer Payment
5. Application Submission To Council
6. Application Approval Response To
Customer5/2/11
DrawingAndPlanningProcessDesignAnalysis.pptx 12
Customer Process Flow Map
5/2/11
Customer Enters
Website
Views Services / Prices / Previous
Work
EmailLive ChatPhone Call
Customer Does Not Accept
Website Visits: 100k / yearI = 183 / year
Quote Provided
DrawingAndPlanningProcessDesignAnalysis.pptx 13
Process Flow Map Cont.
5/2/11
Planning Consultant &
Client Establish
Relationship
Consultant
Obtains Client Data
Client Decisio
n To Proceed
60% Decide To ProceedT= 0.4-1 weekAvg = 0.7 week
DrawingAndPlanningProcessDesignAnalysis.pptx 14
Process Flow Map Cont.
5/2/11
Consultant Leads Team
To Make Plans
T= 1-3 weeksAvg = 2 weeksConsultant &
Client Communicat
ion
Consultant & CAD
Technician Communicat
ion
Client Decides
Final Plan
PAYMENT
DrawingAndPlanningProcessDesignAnalysis.pptx 15
Process Flow Map Cont.
5/2/11
T= 8-12 weeksAvg = 10 weeks95% Success Rate
Paper Work Submitted To Local Council
Plans Reviewed By
Council Planning
Team
Council Decisio
n
Make Amendment
s From Council
Feedback
PLANNING PERMISSION
GRANTED
DrawingAndPlanningProcessDesignAnalysis.pptx 16
Little’s Law – Calculating Throughput
I = 110 Per Year
T = 12.7 weeks
R = 0.167 Customers Per Week
5/2/11
DrawingAndPlanningProcessDesignAnalysis.pptx 17
Critical Factors In The Process
Overall process time 3-4 months Without this service ( 3-6 months )
Survey ( 3-7 days )• High number of customers / low number of
employees
Outsourcing Drawings (1-3 weeks)• Lower cost and quality / updates made by in-
house staff
Council Submission (8-12 weeks)• Need to ensure first time acceptance of planning
application
5/2/11
DrawingAndPlanningProcessDesignAnalysis.pptx 18
Flaws In The Process
5/2/11
Confusing website: too much information / complex
Internet / computer dependent
Team always need training on latest regulations
Poor payment structure
No face-to-face interaction
Missing client interaction of updating in the process
DrawingAndPlanningProcessDesignAnalysis.pptx 19
Bottle Neck 1: Specialist Interaction
Consultant & CAD Technician interaction needed at multiple points during the process
Solutions.. Art & Design Schools – simple work, low /
no cost Local CAD specialist - Advanced work
5/2/11
DrawingAndPlanningProcessDesignAnalysis.pptx 20
Bottle Neck 2: Council Delays
Application submission to local council takes on average 10 weeks
This is predominantly out of their control as it based on standard council processes
Solutions.. Closer interaction with planning departments Look at ways to get applications pre-
reviewed for suitability5/2/11
DrawingAndPlanningProcessDesignAnalysis.pptx 21
Recommendations To Improve The Process
Simple Website - Highlighting Benefits
Investment In IT - To The Cloud
Change Payment Structure – Money Up Front
Increased Client Interaction Throughout
Process
Measure Process Times To Identify Bottle
Necks5/2/11
DrawingAndPlanningProcessDesignAnalysis.pptx 22
Conclusion
Company Overview
What Is Planning Permission
Customer Process Flow
Perceived Flaws In The Current Process
Key Recommendations To Improve The
Process
5/2/11
DrawingAndPlanningProcessDesignAnalysis.pptx 23
Feedback From Drawing And Planning CEO
“I would like to thank the team for their hard work on this project. I will definitely be looking to implement their insightful recommendations as I grow my company. Based on the feedback provided I have already hired a web designer and we will be launching a new website in the
coming months.”
Jeremy Stein – CEO, Drawing And Planning Ltdhttp://www.drawingandplanning.com5/2/11