We improve organisational effectiveness to deliver bottom line results.

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Economic and regulatory challenges are driving many organisations to improve the efficiency and effectiveness of core operations, to reduce operating costs and improve service delivery. Our performance improvement experts will work with you to understand how value is created across your core processes and how best to organise resources to maximise quality and productivity. Employee engagement is critical to realising the change. We will work alongside frontline staff to diagnose problems and identify improvement opportunities.
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Case Study
Improving Operational  Performance 

The Change People were invited to co-design a best practice way of working to standardise and improve operational delivery across 30 UK Depots. The project aimed to improve the quality and cost efficiency of core processes through the adoption of standard working procedures, to  deliver an enhanced and reliable customer experience.

The Change People were partnered with an in-house Programme team.  At the start, there was little understanding of process or end to end performance. Metrics were largely functionally based with no visibility of issues impacting daily work. Problem resolution was slow and often escalated through a number of management levels.

Following diagnostic visits to understand the core process flows, the team jointly agreed the process tools and methodology. Current state mapping commenced, with cross-functional representatives from the end-to-end process.

Next, the detailed future state was redesigned to optimise customer value and align to the strategic plan. A Change impact review was conducted to understand the behaviours, capabilities and operating requirements needed to embed this new vision. Key stakeholder groups were engaged in contributing to and signing off the proposed future state and associated organisational implications.
Over the 20 week deployment, a number of lean tools were tailored and introduced to support performance change –Visual Management, Daily Metrics based on Quality, Cost and Delivery, Competency Matrices aligned to Standard Operating Procedures, Problem-solving to actively resolve emerging issues. The implementation methodology and tools were documented for roll-out.

​Project Outcomes:
  • Business priorities refocused onto 4 Core Business Processes delivering clear, measurable business value.
  • A step change in Core Process Performance to 98% daily delivery against schedule
  • A Process and Change implementation plan and suite of templates created (Process Maps, Procedures, Role Descriptions, Visual Management tools, Metrics, Employee Engagement, Problem-Solving tools and Audit guidelines) documenting  the roll-out approach and halving the implementation time
  • Showcase work areas created to model the Core processes regionally – allowing replication, at pace, and consistency of customer experience.
  • Lean training was delivered for 120 employees increasing process awareness and end to end thinking across the regions and central teams.