Business Process Transformation at MAPP
WHAT: Organisation-wide review and documentation of business processes to drive service consistency and support future growth
WHY: To ensure MAPP had scalable, efficient, and clearly understood operations across teams and services
Enhancing operational efficiency to support growth
MAPP, one of the UK’s leading commercial property and asset management firms, managed over £6 billion of assets across 560 properties and 3,300 occupiers. As the company expanded, it identified the need to streamline and document its internal business processes to maintain high service standards and support future growth.
Remit Consulting was engaged to lead this transformation, tasked with refining core business processes and aligning them with best practice, compliance standards, and internal ownership structures.
Why MAPP brought in Remit
Although the company initially considered an internal delivery model, the scope and intensity of the project required dedicated business analysis and project management expertise that would have placed a heavy burden on operational teams.
““We looked at doing the project in-house at first, but it was a balance between pulling people away from their day job or bringing in external help. We chose Remit because, compared to the other consultants we were considering, they clearly had the best knowledge of the property management and real estate industry.””
Collaborative discovery and knowledge sharing
Remit began the engagement with a demonstration workshop, led by Partner Melita Thomas, to showcase its structured, participative approach. The session drew on Remit's extensive library of process maps and stimulated cross-team dialogue to define a target future state.
This methodology set the tone for a series of 19 workshops, run between July 2014 and early 2015, covering all major business functions. These included:
Client management
Asset and property management
Facilities and building consultancy
Expenditure control
Finance and accounting
Operational reporting
Each workshop analysed processes from end to end, evaluating team roles, system integration, and potential improvements.
Remit Consulting ran workshops covering everything from rent collection to unblocking drains, analysing how each process was delivered, by whom, and how it could be supported better by systems
Delivering consistent, documented processes
The workshops revealed that while MAPP was delivering effectively to clients, process execution varied between teams. Remit captured a consistent set of 'future state' process maps, with clearly defined ownership and responsibilities.
These process documents were embedded into MAPP’s corporate intranet, giving staff across the business access to standardised, high-quality guidance. Alongside this, quick wins and immediate improvements were implemented throughout the organisation.
““We are very pleased with the results — particularly the expertise, experience and stamina shown by Remit to facilitate, digest, document and deliver such an extensive scope to a very tight timescale. It’s a truly commendable achievement.””
Unifying teams and building shared understanding
Beyond the technical outputs, the project delivered powerful cultural benefits. Cross-functional workshops enabled staff from different departments - who typically had limited interaction - to develop a broader understanding of how their colleagues worked and where improvements could be made.
““The workshops brought together people who don’t usually interact. It helped spread knowledge and built understanding of the wider processes across the business.””
A trusted partnership
MAPP valued Remit's industry knowledge and collaborative style, and the two companies built a trusted relationship that underpinned the success of the programme.
““I would definitely recommend Remit Consulting to other property companies. Their approach is great and their knowledge too. Very early on, Remit developed a high level of trust with us — we felt we were in safe hands.””
Why not talk to us about business transformation? Speak to Lorna Landells today.