Business Perspective on meeting Developmental Challenges

1
Business Perspective on meeting Developmental
Challenges

• Thabo Dloti

2
Key message

• Through simple and efficient processes you are
  able to deliver excellent customer service and
  operational efficiency

3
What were our challenges?

• How do we transform our organisation to become
• Operationally excellent?
• Efficient organisational processes and
• systems that meet then exceed customers
• expectations
• A culture of high performance that
• encourages continous improvement attitude
• and values of team work and people taking
• accountability

4
How did we react?

• We reinvented our organisational processes
  through a
• focussed programme OEP across our business.
• We created a burning platform Case for
  change
• We allocated our best people on a full time
  bases
• in this programme
• We rationalized our portfolio of programs
  and OEP
• became the key focus for the business.
• We delivered quick results to gain trust and
  by-in from
• our people

5
What were the learnings

• Communication is vital
• Change must be driven from the top
• - Visible accessible senior management
  throughout the process to provide support and
  guidence.
• Build a circle of believers and influencers and
  position them to play this role
• Leadership to speak with one voice
• The business of transforming through processes is
  not a democracy Staff involvement is vital but
  Leadership must make the tough decisions .

6
Summary

• Key to mantaining Operational Excellence
  
• Institutionalise operationally excellence across
• the organisation including support processes
  
• Raise the performance bar align your incentives
  with new performance standards .
• Benchmark with the best using key performance
  indicators
• Continous process improvement and process
  education is critical