Optimizing Workflow Efficiency for Operational Staff: A Case Study of Liberi Group

Abstract

This thesis examines how process optimization and standardization can improve recurring workflows at Liberi Group, a life-sciences consultancy, focusing on monthly client update sheets and the administrative use of the AFAS database. An exploratory qualitative design combined six semi-structured interviews and indirect observation of three staff members, structured with the Lean Six Sigma DMAIC approach. Key findings show a bottleneck in the industry-overview section, diverging perceptions of the update sheet’s purpose between creators and reviewers, and variability driven by tacit know-how and formatting/administrative inconsistencies. Targeted live, example-driven trainings proved more effective than static guides. Recommendations include contextual onboarding to reinforce administrative accuracy, a library of annotated exemplars, SOPs for high-frequency AFAS tasks with ongoing micro-training, and structured knowledge-sharing to surface tacit practices. Due to scope and time constraints, changes were piloted mainly via training; a follow-up study is proposed to track effects on turnaround time, data quality, and user satisfaction.