The Service Excellence Programme

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The Service Excellence Programme
An integrated approach to performance improvement
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Introduction

• Link productivity consultancy with innovative
  workforce development
• National delivery in a range of sectors
• Local Authorities, Central Government, Fire and
  Rescue Services, Manufacturing, National Health
  Service, National Probation Services
• NAC invests skills in people, equipping them with
  the ability to continuously improve
• Application of Lean to give benefits to the
  business and the individual
• Strategic partners include Further Education
  Colleges, Higher Education Colleges, National
  Awarding Bodies
• Funding support for parts of the programme
• Accreditation of training by national awarding
  bodies.

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Overview of the NAC Approach

• Transfer skills and embed knowledge
• Knowledge, Demonstration, Application
• Leading to
• Business performance improvements
• Excellence in Customer Performance and Customer
  Experience
• Culture - attitude and behaviour to change and
  continuous improvement
• Benefits for the individual through skills and
  empowerment
• Varied product portfolio
• Fully funded Business Improvement Techniques NVQ
• Accredited Short Courses in Lean
• Foundation Degree in Lean
• Consultancy, mentoring and support

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Aims and objectives of the programme

• Improve Organisational Performance
• Teams identified to analyse and improve key
  processes
• By applying lean techniques
• Utilising the NVQ in Business Improvement
  Techniques
• Making measurable improvements of Quality, Cost
  Delivery to their own processes
• Sustainability
• Give a wide understanding of improvement
  techniques to a critical mass of people
• Lean Culture
• Focused on reducing non value added activities,
  waste and variation
• Utilising the Knowledge to repeat the process

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An integrated approach to improving operational
performance
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Improvement Journey
1. Organisation Needs Analysis
4. Project Implementation
3. Programme Initiation
6. Sustainability Assessment
5. Review Impact Assessment
2. Agree the Programme
Lean Approach
Impact Measures Benefits Realisation
Leadership Change Management
The Skills Footprint
Kaizen (Continuous Improvement)
Project Programme Management
Sustainability
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Indicative Delivery model
12-16 weeks
PNA
1 Day
Productivity Needs Analysis
Communication Session

Service Excellence Needs Analysis
SENA
2 Days
Process Improvement Techniques
Activity 1
2 Days
Activity 2
2 Days
Review
Then repeat all of the above with more people and
more processes
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Outcomes of Business Improvement Projects

• Team working
• Cross functional teams
• Skills and knowledge transfer
• Lean and Continuous Improvement
• 3 business improvement projects by the team
• Impact and outcomes achieved
• Measurable impacts Q,C,D and customer excellence
• Identified improvement action plan for future
• Sustainability
• Continuous Improvement Culture
• Transform attitude and behaviour towards the
  change agenda
• Generate energy and enthusiasm for continuous
  improvement
• Empowered to improve work using skills acquired

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Structure of the qualification

• 6 units
• Flow process analysis
• Applying continuous improvement
• Effective team working
• Visual management
• Workplace environment improvement (includes
  standard operations skill control)
• Complying with statutory regulations

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Main steps

• Communicate programme features and benefits to
  organisation
• Carry out the PNA on the particular business unit
  (process or service)
• Senior management strategy
• Business objective, KPIs, change management,
  implementation planning.
• Run communications sessions for teams
• Carry out Service Excellence Needs Analysis
  create QCD data
• Commence NVQ programme
• Conduct programme review (against PNA objectives)

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Service Excellence Needs Analysis
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What does it cost?

• The program is funded by the delivery of the NVQs
  so there is currently no financial cost to the
  participating organisation
• There is a resource and release cost.
• To obtain the funding a group size of 8 to 12 is
  required and the candidates need to attend all of
  the NVQ sessions.
• Before delivery commences NAC needs to obtain
  authorisation from Gateshead College delivering
  the qualification.

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Democratic Services A County CouncilProduction
of Planning Committee Minutes

• Improvements
• Paper to Electronic Documents sent to Design and
  Print
• Reduced work and waiting time in drafting minutes
• Reduced work and delay time in approving minutes
• Impacts
• Potential savings 28,500 per year production
  of minutes only
• Reduced work content by 4 days 20 reduction
• Quality improvements introduction of quiet
  time
• 78 to 100 achievement of 14 day BVPI
• Next Steps and Sustainability include
• Extend improvements to the production of all
  minutes
• Extend improvements to production of agenda and
  action plans
• Each team member to champion the techniques into
  other areas of work

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Design and Print A County CouncilDesign Process

• Improvements
• Eliminate four paper documents and duplicate
  processes
• Creation of an online design brief form
• Creation of online education and guidance about
  Design and Print and introduction of surgery
  hours
• Involve designers earlier in the process
• Impacts
• Total savings 102,167 per year
• Improved quality of information on design brief
  form
• Reduce interruption time of graphic designers by
  2.5 hours per day per designer plus improved
  design quality
• Realise benefits by reduction in sub-contract
  design work and plan to increase income by using
  released design time to pull in District work
• Improved customer service dedicated surgery
  hours and friendlier service
• Next Steps and Sustainability include
• Eliminate estimating in both design and print
  cost schedule
• New members on development team and review
  monthly
• Communication and possible training of the wider
  team

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Fire and Rescue Service Absence Management

• Improvements
• A simplified and improved process for absence
  reporting and raised awareness throughout the
  organisation
• Consolidation of the Human Resource data storage
  systems
• Visual Management of information at Fire Stations
  and Head Office
• Impacts
• 20 reduction in the number of process steps
• Reduction of work content of 50 minutes per
  incidence of absence
• Improved quality of absence management data
  including data protection and confidentiality
• Improved inter-departmental communication
• Confidence of the team to challenge existing
  process and implement changes in the future
• Next Steps and Sustainability include
• Create single database for HR data storage
• Explore links and improvements in other processes
  including Health and Safety
• Review and update Absence Management Policy

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Examples of Focus Areas

• Planning
• Building Control
• Leisure Services
• Policy and Development
• Housing Business Development
• Maintenance
• Carelink
• Community Services
• Tenancy Enforcement Team

• Car Parking and Concessionary Travel
• Finance and Procurement
• Council Tax Registration and Billing
• Directorate Admin Support
• Courier Services
• Development Control
• Invoice processing/Payroll
• Performance Indicators