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 Doctors without Borders provides care to people in crisis situations, such as victims of war, natural disasters, or disease outbreaks. To manage this organisation's growth, Boer & Croon was asked to scrutinise its internal processes. Boer & Croon mapped 280 processes and trained the organisation to optimise them.  
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Background

Doctors without Borders experienced significant growth in recent years. As a result, not all of the organisation's underlying processes are developing equally. The acute nature of the organisation, responding when the need is greatest, is now under pressure. Doctors Without Borders asked Boer & Croon to map and optimise the processes.   


Approach

In the first phase of our project, we held 'brownpaper' sessions, according to the LEAN methodology, with all those responsible for the various processes. This gave us the opportunity to understand the processes: which steps each process involves, which systems are used, who is responsible for which step, and what are the risks within each process?   

Once we had introduced all the processes in the online tool Mega Hopex, we trained the organisation to use this tool and to map processes independently. This was seen as the start of a culture change, namely in process-based thinking.    

As a follow-up step, we trained MSF employees in process optimisation. We used powerful tools such as Lean Six Sigma and the ESSA method (Eliminate, Simplify, Standardise, Automate) for this. These methods focus on reducing waste in processes to promote efficiency, among other things.   


Result

Doctors without Borders now has a deep understanding of its processes. The organisation has the skills to independently map new processes. All processes, risks and responsibilities are now accessible 24/7 via the Mega Hopex tool. Moreover, the organisation has been trained in process improvement and optimisation. This enables this growing organisation to confidently manage its processes with a solid and future-proof foundation.