lean management system from xpertivity
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Product
Overview
ServiceForce combines a
unique Lean Management System from
Xpertivity with a powerful Case
Management and Workflow Solution from
BancTec. Together these provide a pioneering
Resource Integration Platform for service sector
organisations, their partners and their customers. Organisations
using ServiceForce deliver exceptional levels of value to
customers in the most effective and efficient manner.
Lean Management System
Lean is an advanced management system that embodies proven
principles, tools and methodologies for effectively and
efficiently managing, improving and sustaining high
performance in teams and organisations.
These same principles, tools and methodologies are embedded
in ServiceForce and users typically see an improvement in
performance in excess of 25% within the first 5 months with
even greater improvements thereafter.
Resource Integration Platform
Resource integration is an advanced service management
concept that addresses the unique challenges of service
organisations. It does this by integrating the actions of
customers, the service organisation and its supply chain
partners in co-creating the maximum possible value for
customers in the most effective and efficient manner.
ServiceForce empowers people in organisations to design,
deliver and improve optimised end to end solutions for
customers .
By combining these two technologies, ServiceForce provides
service organisations with an integrated, high performance
management system that maximises the value created and
delivered to customers and to the organisation.
By doing this in the most effective and efficient manner, it
consumes the least resources thereby allowing service providers
to maximise their profitability and/or reduce the cost to the
customer.
Se
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25% Improvement
in less than 5
Months
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Xpertivity Limited
53 Park West Road
Park West, Dublin 12, Ireland
Phone: +353 1 906 5342
Email: [email protected]
Web: www.xpertivity.com
the performance of their team, the
processes they work in and their
organisation while maximising the value
delivered to customers.
Empowering High
Performance
ServiceForce embodies the principles
and behaviours that are encouraged
and cultivated in high performance
teams and organisations. It empowers
all team members with the information
and insights to make the best possible
decisions for customers and for the
organisation.
It does this without the need for high
levels of direction or supervision and in
(Continued on page 3)
Lean Management
Values and Behaviours
At its core, Lean Management is a set of values and behaviours
supported by tools and techniques for creating and sustaining
high performance in an organisation. These values and
behaviours have been summarised as:
Have a long term philosophy
The right process will produce the right results
Add value to the organisation by developing your people and partners
Drive organisational learning by seeking, finding and fixing root cause problems.
Tools and Techniques
The tools and techniques of Lean Management are deceptively
easy to understand but difficult to embed in the day to day
management of an organisation. The tools and techniques are
built around the Plan, Do, Check, Act problem solving structure
and it focuses people on: 1) understanding the current situation
being investigated, 2) having a clear plan for what the
improvement should look like, 3) experimenting with solutions
that are expected to work, 4) learning from the experiments and
making improvements and 5) embedding the successful changes
across the organisation by way of standardising work.
The Work Team
The basic building block of performance in any organisation is the
work team and the effectiveness and efficiency of how teams
work and interact with each other will ultimately determine the
overall effectiveness and efficiency of the organisation.
ServiceForce is designed around work teams and helps them
manage effectively and efficiently while continuously improving
Lean is an advanced management system that
embodies proven principles, tools and
methodologies for effectively and efficiently
managing, improving and sustaining high
performance in teams and organisations.
ServiceForce : Lean Management System
3
Xpertivity Limited
53 Park West Road
Park West, Dublin 12, Ireland
Phone: +353 1 906 5342
Email: [email protected]
Web: www.xpertivity.com
using continuous improvement
methods, to reduce these fractures so
as to dramatically improve the
effectiveness and efficiency of the team
and the organisation.
ServiceForce's skills matrix captures the
impact the skills mix has on the teams
performance and facilitates cross
training and upskilling to dramatically
reduce or eliminate these problems.
Work Allocation and
Workload Balancing
Balancing the teams workload across
individual team members so as to
maximise the effectiveness and
(Continued on page 4)
doing so it frees the team leader and managers to focus on
improving the performance of the organisations processes using
informed input from the team members.
Learning by Doing
ServiceForce help teams to better understand the dynamics of
their working environment, why events happen and how to
proactively manage events in the future. ServiceForce encourages
the distribution of work planning, work management and
continuous improvement amongst the team members, thereby
increasing the level of engagement of the broader workforce.
Demand and Capacity Management
At its simplest, teams need to optimise the utilisation of their
resources to meet the demand created by customers while
maintaining agreed levels of service and performance.
ServiceForce provides teams and the organisation with the
information and tools required to accurately plan and manage
their workload on a daily, weekly, monthly, quarterly or annual
basis and to plan and manage their available capacity so as to
meet and maintain their agreed service levels.
Skill Levels
The complex nature of service and knowledge work tasks
combined with the traditional “apprenticeship” approach to task
training often gives rise to a complex mix of skills across teams
and team members.
Consequently, processes and tasks are often split into ever
smaller chunks to facilitate these skill gaps without recognising
the inherent inefficiency such actions create and the downstream
consequences for poor service.
ServiceForce empowers teams with the information and insights
they need to manage such fractured processes and tasks and,
(Continued from page 2)
ServiceForce help teams to better understand
the dynamics of their working environment, why
events happen and how to proactively manage
events in the future. ServiceForce encourages the
distribution of work planning, work
management and continuous improvement
amongst the team members, thereby increasing
the level of engagement of the broader
workforce.
ServiceForce : Lean Management System
4
Xpertivity Limited
53 Park West Road
Park West, Dublin 12, Ireland
Phone: +353 1 906 5342
Email: [email protected]
Web: www.xpertivity.com
When creating a task, ServiceForce
encourages teams to pick tasks from the
global task library where standard times
standard work documents and work
descriptions for the task are stored.
When creating a new task , ServiceForce
provides the functionality to attach the
relevant operating procedure and
standard work documents to the task
and these should be the basis for how
the task time was derived.
Any improvements to the task can be
tracked through this system to prevent
ad-hoc changes to tasks and task times.
(Continued on page 5)
efficiency of the team is a key measure of how well teams are
performing.
Keeping people on the same task for extended periods may
increase efficiency in the short term but it dramatically reduces
the teams flexibility to manage peaks and troughs as they happen
and it increases the risks that arise from boredom and other side
effects. Continuously moving people around from task to task
however erodes their ability to develop a high level of skill in the
task.
ServiceForce empowers the team to manage the allocation of
work amongst each other in a fair and transparent manner that
overcomes these challenges. It also provides the teams with the
information they need to allocate work across teams thereby
extending their flexibility and enabling teams to seamlessly help
each other when peaks and troughs coincide across teams.
Continuous Improvement
Eliminating Waste
ServiceForce helps the team track and manage tasks from a
continuous improvement perspective by allowing the team to
“tag” tasks with labels for tracking. Tasks can be tagged with any
label such as “NVA” for non value-added tasks, “rework”,
“checking” and so on.
By tagging tasks with such labels, reports can be run to track how
many such tasks exist and how much resources they consume. In
this way a team or organisation can quickly estimate the cost of
poor quality, the amount of a particular type of waste that exists
or any tracking criteria they chose.
Standard Work
ServiceForce empowers teams to identify a “one best way” and to
establish standard work practices for any or all tasks.
(Continued from page 3)
ServiceForce helps the team track and manage
tasks from a continuous improvement
perspective by allowing the team to “tag” tasks
with labels for tracking. Tasks can be tagged with
any label such as “NVA” for non value-added
tasks, “rework”, “checking” and so on.
ServiceForce : Lean Management System
5
Xpertivity Limited
53 Park West Road
Park West, Dublin 12, Ireland
Phone: +353 1 906 5342
Email: [email protected]
Web: www.xpertivity.com
ServiceForce's powerful dashboard
creation and display functionality
provides all the visual management
information required to manage and
improve the organisations operational
performance.
Process
Management
ServiceForce provides the functionality
to “tag” tasks as to the process they
belong to, their position in the process
and to report on the associated
performance data.
By capturing this information and
making it available to the organisation
(Continued on page 6)
SIPOC
A teams SIPOC (Supplier, Input, Process, Output, Customer)
diagram is a simple but important tool for helping team members
understand 1) the role that the team plays in the organisations
core value delivery processes, 2) the impact that other teams
have on their effectiveness and efficiency and 3) how they can
better serve their down-stream customers whether they be
internal teams, external partners or the end customer.
By knowing the key “Suppliers” of work they can better
understand the drivers that influence the demand profile of their
workload.
By examining the quantity, quality, timeliness and variety of
“Inputs” from the suppliers, the team may be able to work with
the suppliers to address any issues that their inputs are causing.
Through continuous improvement the team can optimise the
steps in the Process that they perform and by monitoring the
quality, quantity and value of their Outputs they can help their
downstream Customers work more effectively and efficiently.
Improvement KATA
The term KATA refers to the set of behaviours or practice routines
that help build the habits that underpin high performance work
methods and management practices in a high performance
organisation.
ServiceForce provides the standard tools and templates used to
support the improvement KATA methodology.
Visual Management
Visual management is a key tool that involves the placement in
plain view of all indicators of operational system performance so
the status of the system can be understood at a glance by
everyone involved.
(Continued from page 4)
Visual management is a key tool that involves the
placement in plain view of all indicators of
operational system performance so the status of
the system can be understood at a glance by
everyone involved.
ServiceForce : Lean Management System
6
Xpertivity Limited
53 Park West Road
Park West, Dublin 12, Ireland
Phone: +353 1 906 5342
Email: [email protected]
Web: www.xpertivity.com
Data Capture and
Integration
ServiceForce offers a variety of methods
for capturing the data required to
effectively and efficiently manage and
improve performance. Initially, teams
can manually enter the data and hence
eliminate any systems integration
issues . When spred across the etam
this usually only takes 10 minutes each
morning. Later the team can import the
data or we can integrate ServiceForce
with other systems.
When using the full functionality of
ServiceForce's Resource Integration
Platform the data is automatically
captured by the Lean Management
Module.
ServiceForce facilitates the proactive management of end to end
processes by those executing the process tasks.
This makes the establishment of process management and
process ownership easier to set up and maintain.
Strategy
Strategy Deployment
ServiceForce helps organisations deploy their strategy and key
organisational objectives down to the team and individual level.
In doing so, organisations can ensure that every team and person
in the organisation is working to align their day to day activities
with the priorities of the organisation.
Mind-sets and Behaviours
ServiceForce facilities the establishment of a teams own vison
and strategic plan while ensuring it is aligned with the
organisations strategy and key objectives.
The key behaviours expected of the team are captured and a
development plan is put in place for each team member where
gaps have been identified.
Costing
Time Driven Activity Based Costing
This is a method by which organisations determine the cost of
the capacity of a resource pool such as a team. Tasks performed
by the teams can be tracked and costed based on the teams cost
per minute of capacity and the number of minutes consumed by
the task. By tracking tasks associated with individual services or
processes an organisation can track their costs more accurately.
Furthermore, by tagging tasks for criteria such as value add,
waste or project work, the full cost of poor quality and/or various
projects can be tracked.
(Continued from page 5)
ServiceForce helps organisations deploy their
strategy and key organisational objectives down
to the team and individual level. In doing so,
organisations can ensure that every team and
person in the organisation is working to align
their day to day activities with the priorities of
the organisation.
ServiceForce : Lean Management System
7
Xpertivity Limited
53 Park West Road
Park West, Dublin 12, Ireland
Phone: +353 1 906 5342
Email: [email protected]
Web: www.xpertivity.com
Allows you to engage earlier on in
the process with your internal and
external customers, and to
maintain a closer dialogue.
Provides a platform for more
advanced discovery of customer
issues.
Additional complexity can be added
to the solution at any time.
ServiceForce and CaseVision can be
delivered as an on-site solution or
as a SaaS service.
Case Management and Process
Workflow
CaseVision allows organisations to streamline the progress of
client cases, or tasks, from origination all the way through to final
response.
It easily handles often complex and high volumes of information,
and the associated customer tasks, arriving from, and delivered
to, diverse sources such as mailrooms, external websites, social
media sites and email channels.
By adopting the CaseVision platform, organisations can manage
hundreds or even thousands of individual cases every day with
limited resources, whilst ensuring the highest levels of service.
CaseVision manages all of the relevant information assets
required to complete a task, or set of tasks, within a single case
folder.
Its integrated business process management capabilities
progresses each case through a controlled and traceable process
that can dynamically change according to the information
received externally, or to suit the requirements of internal case
workers.
This ability to manage unstructured and collaborative processes
increases the capacity for co-workers to co-operate across
departments on any given task and to respond to customers using
their preferred communication channel, whether by post, email,
website, social site or mobile.
Benefits at a Glance
Manages interactions via social media, email and document
channels and automatically escalates all appropriate requests
into individual cases for CaseVision to handle and resolve.
CaseVision can be easily adapted to an organisation’s process
requirements leading to faster, cheaper and more flexible
market-ready solutions.
CaseVision allows organisations to streamline the
progress of client cases, or tasks, from origination
all the way through to final response. It easily
handles often complex and high volumes of
information, and the associated customer tasks,
arriving from, and delivered to, diverse sources
such as mailrooms, external websites, social
media sites and email channels.
CaseVision : Case Management & Process Workflow
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Product Information Sheet
Empowering Service Enterprise Excellence
Summary
ServiceForce from Xpertivity and
CaseVision from BancTec have been
seamlessly combined into the
industry's first Resource Integration
Platform for the service sector.
By combining the power of
ServiceForce's Lean Management
System with CaseVison’s case
management and process workflow
solution, service organisations now
have a single end to end platform for
managing the collaboration of all
resources required to deliver
exceptional value to customers and
in the most effective and efficient
manner.
Organisations can start on this
journey in a modular and structured
manner working through the
organisation on team by team and
process by process basis.
Please contact us using the details
below or visit our website for
further information .
Se
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Xpertivity Limited
53 Park West Road, Park West, Dublin 12, Ireland Phone: +353 1 906 5342 Email: [email protected] Web: www.xpertivity.com