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Components of the platform to accelerate benefit from Automation and AI
Our Operations Excellence approach is underpinned by lean methodology, using six principles that create a holistic focus on improvement – and accelerate automation and AI gains
1
Customer Purpose
Understanding and working towards what customers truly want
2
Measures and Governance
Measures and governance focus on enablement of purpose rather than control of work and people
5
Skills and Structures
Aligning teams, people and their capabilities to the work in our business
3
Culture and Behaviours
Creating an empowerment culture that unlocks the potential of people
6
Automation and targeted AI
Technology providing insight and automation to unlock value in our business
4
Work Effectiveness
Focusing on eliminating failure demand and maximising value delivery
Typical benefits experienced from our work:
20-40% FTE departmental capacity creation
50%+ lead time reductions on targeted journeys
Additional Enablers – rapid scalability, better insight, de risk single person dependencies and technology investments
Avoid / Eliminate
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Targeted self service (demand reduction)
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Improve right first time
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Reduce risks
Avoid / Eliminate
Common mistake - removing valued services from customers or colleagues by only applying a cost lense
Being clear on what is valued –
and removing what is not
Efficient Processing
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Reduce processing effort & variation
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Reduced lead times
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Manual work replacement with automation
Efficient Processing
Common mistake – it isn’t efficient
if it causes issues for the customer or colleagues downstream
Hone consistent, reliable and productive process delivery – which works for customers and the whole business
Utilise Talent
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Reallocate work away from senior colleagues
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Reduce talent attrition
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Reduce time to competence
Utilise Talent
Common mistake – Failing to capture opportunities to free up more senior capacity off the immediate front line
Get the best out of the people who deliver the process at the right cost point
Enhance Business Process Value
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Increased revenue
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Improved client retention
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Improved customer lifetime value
Enhance Business Process Value
Common mistake – often overlooked if a siloed cost
focussed approach is taken
Use the process to add value through improved customer experiences and business insight
Effective Process Transformation
Focuses on the sequence of steps taken to create value enabling work to move fluently with reduced interruptions blockages or errors
Supports Businesses to constantly seek out ways to sustainably improve ways of working
Develops practitioners that utilize elements of Lean, ‘systems thinking’, service design, innovation and operational transformation to deliver strategically aligned process, people and customer benefits
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Primes the business for accelerated and sustain success in utilizing targeted technology and automation improvements
The Accelerated Process Transformation System
We help businesses to rapidly establish improved processes upon which to execute objectives
Understand the organisational strategy, objectives and delivery pain points
Rapid Diagnostic
Carry out a wide Lense operational diagnostic of process performance/CX and identify key needs and opportunities
Design process and people driven improvements that should be delivered first and maximise ROI, whilst stabilising processes as the platform for future investment
Rapid improvements and controlled process
1
Holistic Operations Diagnostic
2
Make Targeted Process Changes
Provide management with the time, capability and resource to continuously deliver on strategic objectives & the new processes
Introduce / Improve the management system
Build on the solid platform to green light major system or model investments with confidence
Accelerate with Confidence
e.g. New CRM/Automate/AI tools/
Outsource/Offshore
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Accelerate from a Platform of Excellence
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