We improve organisational effectiveness to deliver bottom line results.
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.
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.