Service Operational Excellence
The Foundation for Enterprise Excellence in Service and Knowledge- Work Organisations
Globally, service and knowledge-work organisations, in both the public and private sectors, are recognised as being the least effective and efficient of all organisations, and yet the prosperity and wellbeing of over 80% of modern economies are dependent on their performance. It is generally accepted that their poor performance is due to the increased complexity of the organisations themselves, the demands of the modern digital society they operate in, the changing expectations of the modern workforce and the failure of modern management methods to keep pace with these new challenges.
For more than 20 years, our master practitioners at Expertivity have been working with these functions and organisations to help them dramatically enhance their ability to execute within this increasingly complex environment. F or our local and international clients, o ur work has given rise to them delivering a much improved quality of service, a greater customer experience, significantly reduced costs and a much improved staff morale.
Consequently, we have earned an international reputation for being the "go to" experts for helping solve the performance problems of service and knowledge-work organisations and/or functions.
We have developed a suite of programmes that consists of the following three fundamental elements:
During the initiate phase, capability building for Service Operational Excellence is introduced. Objectives during this phase include; the selection of a suitable Service Operational Excellence methodology for the client, development of compliance structures, developing a capability building framework, providing divisional support and establishing Leadership commitment.
The Accelerate phase broadens the application of Operational Excellence from initial focus periods to sustainable Continuous Improvement structures. Key objectives for this phase of the programme include; the refinement of leadership commitment, development of enhanced diagnostic and measurement techniques, integration of Service Operational Excellence with business target setting processes, capability effectiveness verification, continued support of divisional implementation.
The sustain phase focuses on embedding an Operational Excellence culture, the final phase in building a capability in this area. Objectives for this phase of the programme include: introduction of advanced Service Operational Excellence tools and techniques, refine the alignment of improvement objectives and Key Performance Indicators, establish Continuous Improvement Structures throughout the organisation, introduce monetisation of improvements to assist with initiative selection, enhance use of visual management, advance leadership engagement and commitment.
Expertivity’s Service Operational Excellence Programmes consistently deliver significant performance improvement and sustainability. We have achieved a minimum of 15% performance improvement, averaging 28% and up to 40%.
Whether you have travelled some of the journey to operational/enterprise excellence, or are just beginning, Expertivity can help and assist you along the way making sure that you achieve your key organisational objectives and goals. We offer a variety of program options, such as:
A pilot programme is a small-scale, short-term (10 - 12 weeks) experiment that helps your organisation learn how a large-scale project might work in practice. It provides a platform for you to test logistics, prove value and reveal deficiencies before spending a significant amount of time, energy or money on a large-scale project. You can select an area causing you most concern at the moment in terms of capacity, cost or customer service. Our pilots will demonstrate the effective use of lean tools and methodology to deliver improved results in the area of 25% to 40% with a minimum of 15% assured.
End-to-End Process Improvement
Our end-to-end process improvement approach treats each of your key processes as assets that directly contribute to your business value and performance. Processes within and between organisations are frequently not well understood. Process knowledge is often limited by organisational boundaries. Often, no one in the organisation has an end-to-end understanding of the order-to-cash process. As a result, visibility into business operations is limited, and responding to opportunities or threats is cumbersome, slow and costly. With impaired visibility, it is difficult if not impossible to understand where value is created, lost and distributed.
Lean Service Operational Excellence
The Lean Operations Management Programme is a consistently successful program. We work in conjunction with a suite of people involved in the management of a chosen business area - usually the executive, manager, team lead and team. Together we examine the business objectives and goals for the area and complete an opening assessment of the area's capability in terms of demand, capacity, costs, quality and customer service. Then, within 3-6 months, using lean operations management tools, methodologies and training the department will have improved all metrics with an overall improvement level in the region of 25%.
The 25 Steps Service Operational Excellence Fundamentals Programme
The 25-Step Service Operational Excellence fundamentals programme has several key elements that contribute to its success in productivity and efficiency performance improvement:
- It is interactive and inclusive: full team, team leader and management involvement.
- It is created, reviewed & signed off by the full team to identify key missing data
- Continuous review of process steps, task times, value and flow together create deep learning and awareness of task and process ownership.
- The workforce management system, ServiceForce, drives the right operations management behaviours by calling for key operations data every day. Staff have their own interface to confirm their output levels and to highlight any difficulties that have affected their performance i.e. systems/printer issues, unplanned meetings etc.
- System supports sustainability by creating a routine operations management activity and focus.
Our case studies demonstrate the effect we had on one financial services organisation in just 16 weeks!
Why Expertivity Technologies?
As Master Practitioners & Lean Operations Consultants we are trusted by top organisations across multiple industry sectors with complex environments to deliver against business priorities ranging from organisational process improvements to expert project management, strategy execution services to help organisations and their people perform to maximum potential.
We have the flexibility and talent to accommodate either short term or long term requirement, and help you deliver your projects better.
Simply put: We have the experience, we have the know how and we always deliver on time and on budget!