Interleaf Technology – Process & Productivity Improvement, Technology Integration

Interleaf Technology provides technology solutions for libraries and information services of all sizes and specialises in open source, cloud-based services and solutions. Interleaf addresses various technology needs, including Library Management Systems, Digital Repositories, Local History Databases, and consultancy services in these areas. Interleaf Technology are ISO27001 certified.

Interleaf had made progress using new software platforms, especially Asana, to organise, track and monitor their work. Still, cumbersome data entry, gaps in data, repetition and lack of clarity regarding outcomes held them back from truly benefiting. They were using Process Street to template project action lists and Quickbooks for orders & billing. This project needed attention and focus on integrating these systems for better outcomes.

Interleaf worked on documenting different project types the company deliver with Process Street (which describes “how they do projects”) and improving integration between it, Quickbooks (for billing), and Asana (which visually shows “what they’re doing”).

The exercise brought clarity and visibility to how and when work is done. Combined with better training & FAQs results in fewer errors and a reduction in queries and support tickets. Tickets are running at 40-55% of previous levels. New metrics were developed, and the SLT monitors Agreed to Close Dates and has set visible targets to improve the Hit Rates.

We also established daily stand-up meetings for “at-risk” projects, in addition to regular Support Meetings and Project Updates around the Asana dashboard.

This helps to monitor an expanded set of metrics such as ticket priorities, closure targets and automating customer communications of same. One of the primary outcomes was a greater sense of cohesion & clarity from the staff regarding what they’re to work on, how and when. Planning is better; there are fewer dropped balls, revisits, reopened tickets and a smoother path to invoicing.

“When Wicklow LEO gave us the opportunity to bring LEAN consultants into the company, we jumped at it. We were moving in the direction of LEAN processes anyway, and the opportunity to have external experts guide us was too good to miss. The team from Redefine were hugely helpful in reviewing our processes and suggesting changes and improvements to what we were planning. Having an external set of eyes is a great advantage as it gets past any internal assumptions we may have been making. Change is a constant in any business. I would thoroughly recommend the benefits of applying LEAN processes in a company – it can be as light or as detailed as a company requires. Still, it does establish a culture of continuous improvement to ensure the company is responsive to changes and opportunities in their business space.”

Charles S. Quain, Managing Director