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Flevy Management Insights Case Study
Operational Efficiency Redesign for Gaming Publisher in Competitive Market


Fortune 500 companies typically bring on global consulting firms, like McKinsey, BCG, Bain, Deloitte, and Accenture, or boutique consulting firms specializing in Process Design to thoroughly analyze their unique business challenges and competitive situations. These firms provide strategic recommendations based on consulting frameworks, subject matter expertise, benchmark data, KPIs, best practices, and other tools developed from past client work. We followed this management consulting approach for this case study.

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Consider this scenario: The organization is a well-established gaming publisher facing operational roadblocks in a highly competitive digital market.

With a portfolio of popular titles, the company has not kept pace with the rapid evolution of gaming platforms and player expectations. It is now encountering increased cycle times for game development and deployment, leading to missed market opportunities and waning player loyalty. The organization recognizes the need for a comprehensive overhaul of its Process Design to regain its competitive edge and improve overall operational effectiveness.



Despite a successful track record, the lingering question remains why this gaming publisher is struggling to maintain its market position. Two hypotheses suggest themselves: first, that the company's current Process Design may not be agile enough to adapt to the fast-paced changes in gaming technology and consumer demands; second, the possibility that there is a misalignment between the cross-functional teams, which could be causing inefficiencies and communication breakdowns.

Strategic Analysis and Execution Methodology

The resolution to these challenges can be found through a robust 5-phase process design methodology, which provides a structured approach to identifying inefficiencies and implementing effective solutions. This methodology has been proven to deliver tangible benefits, including reduced time-to-market for new games and enhanced cross-departmental collaboration.

  1. Discovery and Current State Analysis: Begin with a thorough examination of the existing process workflows, pinpointing inefficiencies, and gathering input from key stakeholders. Key activities include interviews, process mapping, and data analysis to understand the current state and identify bottlenecks.
  2. Process Redesign and Prototyping: Utilize insights from the discovery phase to design new process models. Prototype these redesigned processes in controlled environments to test their efficacy and gather initial feedback.
  3. Validation and Refinement: Validate the redesigned processes through a series of iterative tests and refine them based on stakeholder feedback and performance data. Focus on ensuring that the new designs align with strategic objectives and industry best practices.
  4. Implementation Planning: Develop a detailed implementation plan, including timelines, resources, and change management strategies. Prepare the organization for the transition by developing training programs and communication plans.
  5. Monitoring and Continuous Improvement: Post-implementation, monitor the performance of the new processes against predefined KPIs. Establish a framework for continuous process improvement, enabling the organization to adapt to future changes in the market.

Learn more about Change Management Process Improvement Continuous Improvement

For effective implementation, take a look at these Process Design best practices:

Business Process Master List (BPML) Template (Excel workbook)
Business Process Improvement (BPI 7) (139-slide PowerPoint deck and supporting Word)
Business Process Reengineering (BPR) (157-slide PowerPoint deck and supporting PDF)
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Process (2) - Analysis and Design (39-slide PowerPoint deck)
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Process Design Implementation Challenges & Considerations

The adoption of a new Process Design can raise concerns regarding the disruption to existing workflows and the potential resistance from employees accustomed to the status quo. Addressing these concerns will require a thoughtful change management strategy that communicates the benefits and provides adequate support during the transition.

Upon full implementation of the new process design, the organization can expect to see a reduction in development cycle times by up to 30%, according to Gartner. Additionally, better alignment between teams is likely to enhance collaboration, leading to a more innovative and responsive organization.

Implementation challenges may include the need for upskilling employees to adapt to new technologies and processes. Ensuring that the workforce is prepared for these changes is crucial to the success of the new Process Design.

Learn more about Process Design Disruption

Process Design KPIs

KPIS are crucial throughout the implementation process. They provide quantifiable checkpoints to validate the alignment of operational activities with our strategic goals, ensuring that execution is not just activity-driven, but results-oriented. Further, these KPIs act as early indicators of progress or deviation, enabling agile decision-making and course correction if needed.


Measurement is the first step that leads to control and eventually to improvement.
     – H. James Harrington

  • Development Cycle Time: Measures the efficiency of new game releases.
  • Employee Adoption Rate: Indicates the success of change management efforts.
  • Customer Satisfaction Scores: Reflects the impact of process changes on end-users.

For more KPIs, take a look at the Flevy KPI Library, one of the most comprehensive databases of KPIs available. Having a centralized library of KPIs saves you significant time and effort in researching and developing metrics, allowing you to focus more on analysis, implementation of strategies, and other more value-added activities.

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Implementation Insights

One key insight from the process redesign is the importance of fostering an agile culture within the organization. This cultural shift not only supports the new processes but also empowers teams to continuously innovate and respond to market demands.

Learn more about Agile

Process Design Deliverables

  • Process Optimization Framework (PPT)
  • Redesigned Workflow Templates (Visio)
  • Implementation Roadmap (Excel)
  • Change Management Playbook (PDF)
  • Performance Dashboard (Excel)

Explore more Process Design deliverables

Process Design Best Practices

To improve the effectiveness of implementation, we can leverage best practice documents in Process Design. These resources below were developed by management consulting firms and Process Design subject matter experts.

Process Design Case Studies

Implementing a similar process redesign at a leading software company resulted in a 25% increase in productivity and a significant reduction in time-to-market for new product features. Another case involved a multinational corporation where process optimization led to a 20% cost saving in operational expenses within the first year.

Explore additional related case studies

Ensuring Alignment with Strategic Business Objectives

Alignment between process design and the overarching strategic business objectives is critical. To ensure that the redesigned processes contribute to the company's goals, it is essential to engage leadership in defining these objectives at the outset of the project. This engagement helps in tailoring process improvements to drive strategic initiatives such as market expansion, customer satisfaction, or innovation.

According to McKinsey, companies that align their processes with their strategy see 30% greater returns on their efforts compared to those who do not. A clear alignment allows for a more focused approach to process redesign and ensures that all changes contribute to the desired business outcomes.

Learn more about Customer Satisfaction Leadership

Adapting to Technological Advancements

Staying ahead in the digital gaming market requires constant adaptation to technological advancements. The process redesign must not only address current inefficiencies but also build in the flexibility to adapt to future technologies. By incorporating agile methodologies and continuous learning into the process design, the organization can remain nimble and responsive to new developments.

Bain & Company highlights that organizations with agile practices embedded in their operating models have a 70% chance of being in the top quartile of organizational health, the best indicator of long-term performance. Therefore, incorporating agility into process design is not just about current improvements but ensuring long-term success.

Learn more about Organizational Health

Mitigating Risks of Disruption During Implementation

Implementing a new process design can be disruptive to ongoing operations. To mitigate this, the organization must develop a robust change management plan. This plan should include phased rollouts, comprehensive training, and support systems to ease the transition. By taking a measured approach, disruption can be minimized, and the organization can maintain operational continuity.

Accenture states that companies that invest in comprehensive change management programs are 6 times more likely to achieve their business outcomes than those who overlook this critical aspect. Ensuring a smooth transition is as important as the process redesign itself.

Measuring the Success of the Process Redesign

Measuring the success of the process redesign is essential to validate the impact of the changes. This is done through well-defined KPIs that are aligned with the expected business outcomes. These metrics should be monitored regularly to ensure that the process redesign is delivering the desired results and to identify areas for continuous improvement.

Deloitte's insights reveal that organizations with strong governance around KPIs are 2.5 times more likely to excel in their operational capabilities. By focusing on performance measurement, the organization can ensure that the process redesign is achieving its intended goals and driving business success.

Learn more about Performance Measurement

Additional Resources Relevant to Process Design

Here are additional best practices relevant to Process Design from the Flevy Marketplace.

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Key Findings and Results

Here is a summary of the key results of this case study:

  • Reduced development cycle times by 30% post-implementation, aligning with Gartner's projections.
  • Improved employee adoption rate of new processes, as evidenced by reduced resistance and increased collaboration.
  • Enhanced customer satisfaction scores, indicating positive impact on end-users, aligning with the KPIs defined in the report.
  • Established an agile culture within the organization, fostering innovation and responsiveness to market demands.

The initiative has yielded significant improvements in development cycle times, employee adoption, and customer satisfaction, aligning with the strategic objectives outlined in the report. The reduction in development cycle times by 30% demonstrates a successful implementation, addressing the operational roadblocks faced by the gaming publisher. The improved employee adoption rate and enhanced customer satisfaction scores reflect the successful alignment of the new process design with the company's goals. However, the report does not provide specific insights into potential areas of subpar performance or unexpected outcomes. It would have been beneficial to understand any challenges faced during the implementation and their impact on the overall results. To further enhance the outcomes, the organization could have focused on more comprehensive upskilling programs to ensure smoother adoption of new technologies and processes. Additionally, incorporating feedback mechanisms for continuous improvement could have led to even more impactful results.

Building on the successful implementation, the next steps should involve continuous monitoring and refinement of the new processes. This includes establishing feedback loops for ongoing improvements, enhancing upskilling programs to support technological advancements, and aligning the process design with evolving strategic business objectives. Furthermore, the organization should consider integrating agile methodologies into the process design to ensure long-term success and responsiveness to market changes.

Source: Operational Efficiency Redesign for Gaming Publisher in Competitive Market, Flevy Management Insights, 2024

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