Business Services Case Study

Technical Environment: Business Services

Context:

Our Client is an international certification, training and inspection services provider. The group offers certification in a range of international management system standards whose lead bodies are UKAS & FORAS and operates separate business units in various global locations.  Improving services to new and existing customers is recognised as a key strategic goal to allow the business to grow.  Established processes were inefficient with information often duplicated and sometimes scattered within different functional areas increasing the risks of error and causing unnecessary delays. Therefore an action plan to Lean out the order filament processes was identified as an essential requirement to overcome the current obstacles. The intervention of Tecknic to apply lean business principles and a range of other tools established a framework to achieve value stream improvements. The scope addressed the unsatisfactory aspects of the Client’s current position with recommendations and revised flow maps to reflect the necessary changes, including Value analysis of current state and projected future state.  A future state information map to coincide with the proposed changes and form the blue print for the implementation of SharePoint was also required.

Tecknic’s role:

  • Project management, planning and communication using MS Project & Visio

  • Lean process improvement in service transactions

  • Manage all stakeholder relationships

  • Current state value stream map development

  • Future state value stream map development with stakeholder engagement  

  • Risk management

  • Future state value stream map validated with “SharePoint” software developers

  • Redesign of the Management team structure to deliver and mitigate risks associated with the changes

Objectives and scope:

  • A full review of our existing processes with clear and specific improvement recommendations

  • Process flow maps which reflect the changes to be implemented within the company to enhance operational efficiency

  • Pilot a number of key changes which will

  • serve to demonstrate the benefits that can accrue, and report on the

  • improvements and quantify the same

  • A value stream map reflecting how information will be input and flow

  • A blueprint for the future implementation of SharePoint in Certification Europe

  • Tools to monitor KPIs arising from the Lean Process so that continual improvement can be driven after the conclusion of the project

Achievements:

  • 29% efficiency improvement in process efficiency

  • Work scheduling system piloted and implemented, resulting in 5%-10% efficiency improvement

  • A blue print for the implementation of SharePoint presented and validated

  • Training & Development programme for staff

  • Total annualised savings of €164,000