service review fundamentals - lg professionals sa
TRANSCRIPT
Service Review FundamentalsLG Pro - Continuous Improvement Forum
October 2019
Paul Emes,
Business Systems and Innovation Manager
What is a ServiceThe provision of an intangible product that fulfils a need in
the form of a deliverable resulting from a process of
resource transformation
SIPOCSupplier Inputs Processes Output Customer
CouncilDepartments -
Business Units and Teams
Resources required by the process -
Plant and Equipment,
Enterprise and Human Resources
Process of -Coordination and Transformation of
Resources
Deliverables from –Resource
Transformation(Processes)
Needs/RequirementsInternal/External
CustomerOutcomes
What is a Service Review
Program or Service ??
Its a formal and systematic assessment of a
service with the intention of instituting change if
necessary
• Usually results in changes to Processes and
Procedures
Key Benefits
• Bridge gaps between revenue & expenditure
• Better align services with needs
• Reduce variation & waste in processes
• Drives a culture of Continuous Improvement
• Builds current & future capacity
• Promotes critical thinking and innovation
Service Review FundamentalsFoundation
Building Blocks
Set Up & Define the
Project
Measure –Data &
Information
Analyse Service
Performance
Engagement &Identify
Improvements
Implement -Change
Control –Evaluate and
Drive CI
BPM
People
I.T.C
Service Review
Framework
Step 1 - The Foundations
• Executive Buy In
• Whole of Organisation Approach
• Commitment to Stakeholder Engagement
• Continuous Improvement Culture
• Understanding of Resource RequirementsOutputs – Documented Framework and Commitment from the Organisations Leadership Group
Step 1 - The Foundations
Executive KPI’s
Commercial Acumen
Service Improvement
GroupService Register
Service Review Framework
Step 2 - Project Set Up
Define Project Objective, Scope and Resourcing
Establish the Review Team
Identify Stakeholders and Engagement Strategy
Service Review Process Evaluation Framework
Communication Strategy
Outputs – Project Charter, Communications & Engagement Plan, Budget & Evaluation Framework
Step 3 – Information & Data
Define the Service - type, owner, inputs/outputs etc.
Establish Service costs
Income/Expenditure
Net costs
Ratio of Fixed to Variable costs
Inputs – Plant & Equipment Enterprise Resource & FTE’s
Service Standards, Demand, Customer Satisfaction
Outputs – Service Definitions, Costs Statement and Performance Data
Step 4 - Analyse
Data & Process Capability / Flow Analysis
Value Stream Mapping
Value and Risk Analysis
Gap Analysis - Problem/Opportunity Definition
Root Cause Analysis & 5 Why’s
Benchmarking - Process Cycle Efficiency (PCE)
Scenario Modelling and Hypothesis Testing
Statistical Analysis – Control Charts, ANOVA, Linear Regression
Outputs – Performance Statement, Problem Definition, Risk Assessment & Analysis Evaluation Report
Step 5 – Identify Improvements Document Potential Opportunities for Change/Improvement
Engage Stakeholders – Create Ownership of Future Outcomes
Brainstorm Improvement Options
NVA/Waste Reduction, Fishbone & Affinity Diagrams, Design Thinking, Special Cause Response, FMEA
Test Options - Focus Groups, Beta & MVP Testing
Document and seek endorsement for an Implementation Plan
Outputs – Cost/Benefit Analysis, Risk Assessment, Endorsed - Implementation - Action Plan,
Generate Potential Solutions
Assess Potential Solutions
Select Preferred Solutions
Test Preferred Solutions
Develop Implementation
Plan
Step 6 – Implement Change
Change Management Plan/Strategy
Consider the need for professional Change Management Input??
Communicate with Key Stakeholders and Staff
Document Changes - Policy, Processes, Procedures
Promote Benefits, Empower Staff, Mitigate Fears
Act and Implement – Make the Change!! Outputs – Change Management Plan, Revised Position Descriptions, Policies, Process Maps and SOP’s
Step 7 – Evaluate and Control Assess & Confirm Benefits Realised
Report and Celebrate Outcomes
Embed Changes and Control – Maintain the Gains
Evaluate Review Process and Share Key Learnings
Plan the Next Review & Drive Continuous Improvement
Close the Service Review Project and Debrief
Outputs – Service Review Report, Media Release, Elected Members Briefing, All Staff Communique
Step 1. Foundation – Building Blocks Step 2. Define and Project Set Up Step 3. Measure –Information & Data
Objective: To establish the corporate environment empowering staff to pursue Service Reviews and a culture of Continuous Improvement.
Output: Documented Framework & commitment from the Organisations Leadership Group.
Objective: Define the project, establish the review team, engagement strategy, communications and evaluation.
Key Requirements: Agree on Project Objective/ScopeIdentify Key StakeholdersEstablish Review Team & CharterConfirm Review Framework and EvaluationAccess to Budget and Resourcing
Output: Project Charter, Communications & Engagement Plan, Budget & Evaluation Framework.
Objective: Define the service, inputs/outputs, costs, baseline performance and quantify the opportunity.
Key RequirementsDetermine the MeasuresUnderstand the CostsUnderstand the VariationCurrent Service Standards
Output: A quantified picture of the current costs, performance (current state) and service definition.
Step 4. Analyse Step 5. Engage and ID ImprovementsObjective: Identify process capability, root cause(s), service gaps & measure variation.
Key Requirements:Analyse Data and ProcessRisk AssessmentDetermine Root CausesForm & Test HypothesisGap Analysis
Output: Performance Statement, Problem Definition, Risk Assessment & Evaluation Report
Objective: Determine possible improvement opportunities that address root cause(s) to problems and inefficiencies.
Output: Cost/Benefit Analysis, Risk Assessment, Endorsed - Implementation - Action Plan
Step 6. Implement Change Step 7. Evaluate & Control POST- Service Review– Future PlansObjective: Document and Implement changes. Communicate with stakeholders, promote benefits, empower staff & mitigate fears.
Objective: Embed the changes, confirm benefits realised and maintain the gains.
Key Requirements:Standardise the changesEvaluate the review processConfirm the benefits realisedShare learnings & close the project
Output: Service Review Report, Media Release, Elected Members Briefing, All Staff Communique
Objective: Closely monitor performance to promote continuous improvement & schedule the next review
Key Requirements:Reinforce accountability and changed behaviorsPromote learnings and benefitsI.D and act upon further opportunities to improve
Output: Recommendations for the future projects &.
Key Requirements:Executive Buy InAll of OrganisationCI CultureResourcing
Team Charter
Flow Chart
Collaboration
Goals
Communication
AgendasPareto Chart
Control Chart
Cause and Effect Diagram
Pareto Chart
Checksheet
Problem
Apparent cause
Root cause
Counter measure
Key Requirements:Engage StakeholdersID Potential SolutionsUnderstand Cost & VariationTest/Pilot Preferred SolutionDevelop Implementation Plan
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Potential Solutions
Action Plan
Key Requirements:Document policy & process Implement changesCommunicate & promote benefits
Before After
Output: Change Management Plan, Revised Position Descriptions, Policies, Process Maps and SOP’s
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