Escape Velocity for Business has considerable experience conducting Operational Audits or what are also called Process Reviews. We have done this across entire organisations, departments and on specific processes that have raised concern through customer survey results, complaints and other types of feedback.

In one case in the financial services sector customers had been complaining that they had not been receiving emails from the Telephone Support Centre after calling to request a quotation. The Support Staff had reported this several times to the IT Department who said the emails were going out and putting the problem down to spam software at the Customer end. Support Staff developed a workaround, which was to send the emails from their personal email accounts with the company rather than through the system. Fortunately, the personal emails were stored, otherwise, this action, made with all good intent, could have breached regulatory compliance. After further investigation using test accounts, it was discovered that following a software update some months earlier the quotation emails were sitting in a buffer on the system and had not left the building.