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How process management enables positive change

A council case study

Willoughby Council is located on the Lower North Shore of Sydney and serves around 78,000 people in an area of 14 hectares.

In 2015 the council was facing two major challenges, the prospect of a merger which would have meant sharing all processes across merged Councils and a performance reform program because of a management restructure. The management team at Willoughby council wanted to make sure their key processes were efficient in preparation for any future changes.

Join this webinar with Mustafa Ghulam, Business Improvement & Customer Experience Manager at Willoughby City Council as he shares how process management increased efficiency and collaboration across the council including how they:

  • Successfully implemented a BPM tool using an intentionally slow & steady approach to implementation
  • Increased collaboration & consistency between business functions
  • Drove staff engagement by making process improvement part of BAU
  • Improved their overall customer experience

Mustafa will also share tips and lessons learned plus he will answer your questions on process management and improvement.


Mustafa Ghulam

Mustafa Ghulam
Business Improvement & Customer Experience Manager, Willoughby City Council