Using process mapping to identify inefficiencies and bottlenecks at South West London ICB

At a glance

Service: Project Management Office

Customers: South West London ICB

Focus: Using project management techniques to contribute to efficiency gains within procurement processes within the ICB

Approach: ‘As is’ process mapping, stakeholder engagement, RACI (Responsible, Accountable, Consulted, Informed) building and Standard Operating Procedures (SOP) finalisation

Example:Defining the steps, responsibilities and approval thresholds for procurement activity

Key benefits: Uncovering hidden challenges, addressing existing risks and fostering a sense of process ownership across multiple teams and stakeholders

The challenge

With multiple teams and stakeholders within SWLPP contributing to procurement processes, one of the key challenges was to ensure that everyone had a shared understanding of how processes operated across the organisation. Different teams brought valuable perspectives, experience and knowledge of their individual responsibilities, but this could sometimes result in variations in how processes were understood or delivered. The project therefore required a collaborative approach to stakeholder engagement, creating a safe and neutral environment where colleagues could openly discuss current ways of working, identify opportunities for improvement and agree clear responsibilities. NHS LPP’s independent facilitation provided the structure and expertise needed to bring these perspectives together, ensuring that all voices were heard while maintaining a clear focus on the overall objectives of the project. 

Our approach

NHS LPP worked closely with the SWL leadership team from the outset to agree the scope, objectives, success criteria, timescales and costs for the project. This provided a clear framework for delivery and ensured that the approach was aligned with the needs and priorities of the procurement team. 

A series of facilitated process mapping workshops was then delivered, providing an opportunity for stakeholders from across the procurement function to come together and examine each process in detail. Over ten full days of onsite workshops, the NHS LPP Project Manager guided teams through the ‘as is’ processes, capturing the steps, dependencies, decision points and responsibilities involved. 

NHS LPP’s project management expertise and independent facilitation helped to maintain momentum throughout the engagement and ensure that agreed improvements were translated into clear, actionable outputs. 

The impact

The workshops provided a neutral and collaborative environment for teams to share their knowledge, challenge assumptions and develop a shared understanding of how processes worked across different areas. This helped to identify bottlenecks, risks, duplication and opportunities for greater consistency, while also clarifying where ownership and accountability sat.  

Following 13 days in total on site with the client, we were able to use the outputs from the ten workshops to develop 18 process maps, 18 SOPs and 18 RACI matrixes. These outputs provided the team with practical tools to support consistent ways of working and ongoing process improvements going forward.  

As a result of this support, SWLPP were able to realise the following benefits: 

• Increase standardisation across procurement processes  
• Improved visibility of end-to-end processes 
• Reduction in unwanted variation between internal procurement departments  

What the customer said

“As the Deputy Director of Commercial Procurement for the South West London Partnership, based at St George’s Hospital and supporting Kingston, Croydon and Epsom & St Helier Hospitals, I’d like to extend our thanks to the NHS LPP team for their outstanding work in facilitating the recent process mapping sessions. The way they engaged our staff, captured the nuances of each agreed process, and then translated that into clear, practical process maps and RACI documents has been invaluable. This work has given us a stronger foundation for standardisation, better visibility of our processes, and a clear understanding of roles and responsibilities—making a tangible difference to how we deliver our service.”

Catherine Andrews, Deputy Director of Commercial Procurement, South West London Partnership

“Coming from a front-line procurement background, I have been able to encourage staff members to attend from all levels. It allows senior members of staff a platform to listen to how processes are being carried out day-to-day, instead of how they ‘should’ be carried out. As a facilitator I was able to mediate and question assumptions that were often ingrained and unhelpful. I really enjoyed working with SWL and facilitating their sessions.”

Rebecca McQueen, Project Manager, NHS LPP 

Why it matters

Effective procurement processes are essential to delivering timely, value-for-money services and ensuring that resources are used to achieve the greatest possible benefit for patients. When processes are unclear or responsibilities are not well defined, organisations can experience delays, duplication, inconsistent decision-making and increased operational risk. By mapping processes collaboratively and clearly defining roles through RACI documentation and standard operating procedures, NHS LPP helps organisations create greater visibility, accountability and consistency. This not only supports immediate efficiency improvements but also provides a strong foundation for continuous improvement, effective governance and more resilient procurement services.

Find out more

As an NHS organisation, we act as trusted partners for NHS trusts and ICBs, ensuring that your commercial approach delivers the best possible benefits for patients, for your bottom line and for the environment. To find out more, please email jon.cassidy@nhs.net.