Enlighten Operational Excellence The lowest-risk, fastest way to drive growth and productivity in your organization.

Transcription

1 Enlighten Operational Excellence The lowest-risk, fastest way to drive growth and productivity in your organization. Insurance (Property, Casualty and Life) Retail and Commercial Banks Health Insurance (Payers) Wealth Management Business Process Outsourcers (BPO) Communications Centers Educational Institutions Government A breakthrough in back- and middle-office productivity, quality and profitability 1

2 Enlighten Operational Excellence (OpEx) helps its clients to find hidden capacity in their back- and middle-office operations, as it improves quality together with increasing customer and employee satisfaction. In just 20 weeks, through the introduction of new metrics and management methods, Enlighten dramatically improves management s ability to understand and optimize operational performance (recognize potential and remove waste). This leads to extraordinary outcomes. Enlighten s management transformation program produces: Savings measured in millions, with paybacks measured in months, not years. Positive, cumulative cash flows in fewer than six months. Guaranteed percent sustainable improvements in productivity. Significant improvements in quality and customer satisfaction. Greater visibility and control over back- and middle-office operations. A more empowered and engaged workforce. A wealth of hidden capacity that can be reinvested in growth. An active management environment that continually identifies potential, eliminates waste and minimizes non-value-added activities. Management action is guided by color-coded metrics presented in traffic-light dashboards, drill-down gauges, exception notification and balance scorecards. This transformation program has been successful in every back-and middle-office operation to which it has been applied insurance, banking, health care, finance, outsourcing, communications, education, and government. 2

3 20-Week Project On-site Assessment Construct Phase Change Program Post Project Support 2 to 10 Days 8 Weeks 10 to 12 Weeks 2 to 10 Weeks Value-Added and Lost-Time Analysis Determine Activities and Standards Implement Change Program Management Development Management review Install Enlighten On-the-job Coaching Embed Behaviors Latent Capacity Review Determine Capability Management Training Skills Transfer Identify Key Issues Determine Performance Cultural Program Quick-wins Register Organizational FIT Identify Waste Remove Lost-Time Process Improvement How does the transformation program work? Enlighten starts by conducting an on-site assessment of your operation s capacity for cost savings and performance improvement (typically two days). If it is established that a 20 percent (minimum) performance improvement is possible, a project plan and a Performance Summary Report is prepared and presented. The program is highly structured and combines proven management methodologies with cutting-edge software. The outcome is a dramatic improvement in the visibility and control of your business, resulting in breakthrough improvements, including cost, productivity, quality and the customer experience. Once the proposal is accepted, a schedule is established just 20 weeks for most organizations. 3

4 Transformation Schedule WEEK Commencement Initial communications. Incomplete metrics in place Build Begin loading activities, standards and organizational structure Benchmark Ascertain historical performance Training Train managers in new performance metrics and methodologies Install Enlighten Commence using the system (on-job coaching) Communication Start daily team performance reviews Waste removal Identify and remove non-value-added activities and waste Planning Train and commence the weekly planning process Harvest latent capacity Reinvest some capacity to improve quality and reduce errors Proactive behaviors Introduce load-balancing and skills development Competition Benchmark performance to project targets In process Ending The transformation schedule (above) focuses on understanding behaviors and organizational culture. The goal is to shift behaviors and culture by applying new, key performance metrics. Throughout the program, Enlighten provides project leadership, training, coaching and support to all the client s staff and executive team. This approach ensures continued success. Training Sessions Schedule WEEK Leadership and Active Management 2. The Enlighten Excellence Methodology 3. Measuring and Managing Performance 4. Using Enlighten Software to Manage 5. Enlighten For Team Players 6. Forecasting, Planning, Throughput and Quality 7. The Importance of Understanding Lost-Time 8. Target Setting 9. Enlighten Excellence in the Contact Center 4

5 Why does this transformation program work? To produce such dramatic, sustainable performance improvements in just 20 weeks requires a major shift in the behaviors and methods of front-line managers. It is accomplished through intense on-the-job training and mentoring, broken down into digestible segments, to ensure that it is absorbed and retained. It results in an overall shift to a performance-focused culture. Another critical ingredient of the program s success is how it puts the proper performance metrics in front of all team members and the management. It is vital that non-value-added activities (waste) be distinguished from valueadded and measured in way that equips managers to identify the largest sources of waste. They are then trained to reduce or eliminate each source of waste. Enlighten s analytics system, provided via Software As A Service (SAAS), presents precise metrics via easy-to-navigate and understandable gauges, dashboards, scorecards, and action boards. The system makes extensive use of tablet computers to ensure managers can walk around, actively reviewing their team s performance as they engage with them. Enlighten Performance Dashboard Team members are presented with a daily performance dashboard a series of traffic light gauges that shows them exactly how they and their team rank on issues of efficiency, productivity and quality. The gauges also show them how they are performing, relative to an average of their peers. The results of this new, unparalleled level of visibility and transparency are immediate, substantial, often dramatic improvements in performance. Enlighten Daily Team Scorecard Traffic-light-coded scorecards provide team leaders with a very clear view of how each staff member is performing. The color-coded listings point directly to the places where efforts can be applied to raise the average performance of team members. Enlighten Lost- Time Report Reports like this are one of Enlighten s most powerful tools. It shows managers where time is being wasted and how much money is being lost. It helps them both prioritize where they spend their time and focus on eliminating sources of waste that cause the most costly consequences. 5

6 Enlighten In-Time Training Enlighten s easy-to-use online help system is there to assist in every way possible. Easily accessed via the help drop-down in Enlighten s software, you will see a comprehensive list of help topics, including video tutorials, definitions and detailed examples that support the learning process. Use of the online help system ensures Enlighten s key principles and methodologies are clear and consistent across the business. Enlighten Learning Management System (LMS) Enlighten s interactive learning system provides up-to-date, inclusive, engaging training for front-line managers and beyond. Assessment-based competencies ensure a solid understanding of the Enlighten methodologies and accreditation is achieved upon completion of the courses allocated within the Enlighten Institute of Management. Enlighten Exception Reporting Notifications are sent on a daily basis, identifying potential hotspots including areas in performance, quality and service levels. Alerts such as these allow managers to set their objectives and manage from the front. Alerts can be structured at a team or organizational unit level or across the entire company. Enlighten OpEx is a groundbreaking workforce optimization plan, for backand middle-office operations, fueled by a suite of advanced analytics software tools and implemented using a combination of proprietary management, training and coaching methods. Research has shown that 70 percent of workplace learning takes place on the job, while just 10 percent is learned in the classroom. Throughout the 20-week program, Enlighten s expert coaches work with your team members in their their office setting, until the core behaviors and competencies become second nature to them and a sustainable fixture of their culture. To further reinforce the skills and behaviors, Enlighten OpEx provides a comprehensive online training library, with video- and text-based tutorials that cover all aspects of the program. 6

7 Skeptical? Ask the people who have saved millions. Ask Anthony Day, CEO of insurance provider Suncorp Commercial: Enlighten OpEx reduced his costs by percent. Or ask Peter Beck, CEO of financial services BPO, Pillar Administration: Enlighten OpEx helped him reduce costs by 30 percent, twice what he expected. Post-transformation, behaviors are wellembedded and continually reinforced by the lessons learned and through the experience of seeing how the program is applied to everyday operations. Results from 25 Enlighten implementations Overall trend Next step? Request an on-site assessment and a Performance Summary Report. Visit or phone your nearest Enlighten office (see back page for office contact information). Enlighten OpEx has been successful in every single backand middle-office operation where it has been applied. Insurance (Property, Casualty and Life) Retail and Commercial Banks Health Insurance (Payers) Wealth Management Business Process Outsourcers (BPO) Communications Centers Educational Institutions Government 7

8 Enlighten Operational Excellence tools, services and training help organizations dramatically, quickly and continuously measure, analyze and improve back- and middle-office operational performance. Not just minor adjustments the Enlighten program provides transformational and sustainable operational improvements that yield an exceptional return on investment. Americas One International Place 100 Oliver Street, Suite 1400 Boston, MA United States Ph Asia Level 30, 6 Battery Road, Raffles Place, Singapore Singapore info@enlighten-opex.asia Ph Fax Europe Middle East & AfricA Level 18, 40 Bank Street Canary Wharf London E14 5NR United Kingdom info@enlighten-opex.co.uk Ph Oceania Level 29, 9 Castlereagh Street Sydney, NSW 2000 Australia info@enlighten-opex.com.au Ph Fax Copyright 2013, Enlighten Operational Excellence. All rights reserved 8