M2 Business Frameworks

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  • M2 to speak at Global Microsoft Ignite Conference in Atlanta

    Matina invited to speak at Microsoft’s global conference, Ignite 2016,..

    September 23, 2016 More

  • Operationalizing the Brand in Complex Service Businesses – New Publication

    IGI Global is about to publish an extensively revised version..

    August 8, 2014 More

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Driving a different approach to Strategy Consulting

M2 Driving a different approach to Strategy Consulting

Outside In Process

Our Process Management Framework© approach concurrently addresses issues of i) customer service delivery, ii) internal operating efficiencies and iii) enterprise risk management through an effective methodology that we have applied in a number of complex service businesses. The primary focus is on establishing and embedding effective operational processes and supporting technologies while addressing critical organizational issues and people practices to maximize performance across these three critical areas.

Our approach uniquely combines across multiple elements to deliver results – quickly and without over-engineered analytics and process mapping. In our model the focus is on identifying the underlying causes of process failure and the creation of options and alternatives to address them. Appropriately using Rummler Brache Process Maps [swim lanes], Risk Assessments and Responsiblity Matrices to get to root cause issues.

Case Study: BOV

Once the low hanging fruit has been harvested, process transformation is the area of greatest potential benefit to complex service businesses. Through our unique methodology and working hand in hand with cross functional teams to address the Customer Experience, Operational Efficiency and Risk, BOV has reaped significant benefit from transforming its processes end-to-end, resulting in tangible, measureable and direct impact in terms of service quality, efficiency and risk reduction. Over a period of 3 years M2 has transformed most core customer processes for this leading Maltese bank.