Business Process Improvement

Business Process Improvement is a Microsoft 365 professional services engagement that helps customers get started with, and extend their use of, Microsoft 365, Microsoft 365 Copilot, Microsoft Copilot Chat and Microsoft Copilot Studio. The engagement provides process improvement expertise, capabilities and know-how that customers typically do not have in-house or need to augment, supporting departments to identify, prioritise and implement practical workflow improvements using Microsoft 365, Microsoft 365 Copilot, Microsoft Copilot Chat and light Microsoft Copilot Studio (via Microsoft Copilot Agent Builder). Each department is treated as a delivery unit with up to five participants and moves through structured activities to review workflows, validate use cases, design feasible improvements and embed updated ways of working. Up to three departmental units can be delivered within a single engagement.

Detailed agenda (per departmental unit)

Phase 1 — Initiation and discovery

• Project initiation (1 hour): confirm departments in scope, single point of contact, participants, availability, dependencies (access, permissions, governance) and the delivery cadence across discovery, prioritisation, design, implementation and closure
• Use case discovery / validation and prioritisation (up to 2 hours): identify or validate departmental use cases, outline current challenges, delays, duplicated effort and quality issues, and produce an initial prioritised list of opportunities

Phase 2 — Process review and design

• Use case process review (up to 0.5 day, desk-based): consultant maps key steps, inputs and outputs of prioritised use cases, considering how Microsoft 365, Microsoft 365 Copilot, Microsoft Copilot Chat or light Microsoft Copilot Studio agents could address them; assesses dependencies such as data access, permissions or governance constraints
• Solution walkthrough (up to 2 hours): mapped processes and proposed changes presented with departmental representatives; confirms which solutions progress into configuration

Phase 3 — Implementation, training and refinement

• Iterative implementation, training, testing and refinement (up to 2 × 2 hours): consultant configures and tests between sessions; departmental representatives validate updated workflows, pra