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Lean Management System from Xpertivity

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ServiceForce combines a unique Lean Management System from Xpertivity with a powerful Case Management and Workflow Solution from BancTec. Together these provide a pioneering Resource Integration Platform for service sector organisations, their partners and their customers. Organisations using ServiceForce deliver exceptional levels of value to customers in the most effective and efficient manner

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Lean Management System from Xpertivity

  1. 1. 1 Product Overview ServiceForce combines a unique Lean Management System from Xpertivity with a powerful Case Management and Workflow Solution from BancTec. Together these provide a pioneering Resource Integration Platform for service sector organisations, their partners and their customers. Organisations using ServiceForce deliver exceptional levels of value to customers in the most effective and efficient manner. Lean Management System Lean is an advanced management system that embodies proven principles, tools and methodologies for effectively and efficiently managing, improving and sustaining high performance in teams and organisations. These same principles, tools and methodologies are embedded in ServiceForce and users typically see an improvement in performance in excess of 25% within the first 5 months with even greater improvements thereafter. Resource Integration Platform Resource integration is an advanced service management concept that addresses the unique challenges of service organisations. It does this by integrating the actions of customers, the service organisation and its supply chain partners in co-creating the maximum possible value for customers in the most effective and efficient manner. ServiceForce empowers people in organisations to design, deliver and improve optimised end to end solutions for customers . By combining these two technologies, ServiceForce provides service organisations with an integrated, high performance management system that maximises the value created and delivered to customers and to the organisation. By doing this in the most effective and efficient manner, it consumes the least resources thereby allowing service providers to maximise their profitability and/or reduce the cost to the customer. ServiceForce EmpoweringServiceEnterpriseExcellence 25% Improvement in less than 5 Months
  2. 2. 2 Xpertivity Limited 53 Park West Road Park West, Dublin 12, Ireland Phone: +353 1 906 5342 Email: info@xpertivity.com Web: www.xpertivity.com the performance of their team, the processes they work in and their organisation while maximising the value delivered to customers. Empowering High Performance ServiceForce embodies the principles and behaviours that are encouraged and cultivated in high performance teams and organisations. It empowers all team members with the information and insights to make the best possible decisions for customers and for the organisation. It does this without the need for high levels of direction or supervision and in (Continued on page 3) Lean Management Values and Behaviours At its core, Lean Management is a set of values and behaviours supported by tools and techniques for creating and sustaining high performance in an organisation. These values and behaviours have been summarised as:  Have a long term philosophy  The right process will produce the right results  Add value to the organisation by developing your people and partners  Drive organisational learning by seeking, finding and fixing root cause problems. Tools and Techniques The tools and techniques of Lean Management are deceptively easy to understand but difficult to embed in the day to day management of an organisation. The tools and techniques are built around the Plan, Do, Check, Act problem solving structure and it focuses people on: 1) understanding the current situation being investigated, 2) having a clear plan for what the improvement should look like, 3) experimenting with solutions that are expected to work, 4) learning from the experiments and making improvements and 5) embedding the successful changes across the organisation by way of standardising work. The Work Team The basic building block of performance in any organisation is the work team and the effectiveness and efficiency of how teams work and interact with each other will ultimately determine the overall effectiveness and efficiency of the organisation. ServiceForce is designed around work teams and helps them manage effectively and efficiently while continuously improving Lean is an advanced management system that embodies proven principles, tools and methodologies for effectively and efficiently managing, improving and sustaining high performance in teams and organisations. ServiceForce : Lean Management System
  3. 3. 3 Xpertivity Limited 53 Park West Road Park West, Dublin 12, Ireland Phone: +353 1 906 5342 Email: info@xpertivity.com Web: www.xpertivity.com using continuous improvement methods, to reduce these fractures so as to dramatically improve the effectiveness and efficiency of the team and the organisation. ServiceForce's skills matrix captures the impact the skills mix has on the teams performance and facilitates cross training and upskilling to dramatically reduce or eliminate these problems. Work Allocation and Workload Balancing Balancing the teams workload across individual team members so as to maximise the effectiveness and (Continued on page 4) doing so it frees the team leader and managers to focus on improving the performance of the organisations processes using informed input from the team members. Learning by Doing ServiceForce help teams to better understand the dynamics of their working environment, why events happen and how to proactively manage events in the future. ServiceForce encourages the distribution of work planning, work management and continuous improvement amongst the team members, thereby increasing the level of engagement of the broader workforce. Demand and Capacity Management At its simplest, teams need to optimise the utilisation of their resources to meet the demand created by customers while maintaining agreed levels of service and performance. ServiceForce provides teams and the organisation with the information and tools required to accurately plan and manage their workload on a daily, weekly, monthly, quarterly or annual basis and to plan and manage their available capacity so as to meet and maintain their agreed service levels. Skill Levels The complex nature of service and knowledge work tasks combined with the traditional “apprenticeship” approach to task training often gives rise to a complex mix of skills across teams and team members. Consequently, processes and tasks are often split into ever smaller chunks to facilitate these skill gaps without recognising the inherent inefficiency such actions create and the downstream consequences for poor service. ServiceForce empowers teams with the information and insights they need to manage such fractured processes and tasks and, (Continued from page 2) ServiceForce help teams to better understand the dynamics of their working environment, why events happen and how to proactively manage events in the future. ServiceForce encourages the distribution of work planning, work management and continuous improvement amongst the team members, thereby increasing the level of engagement of the broader workforce. ServiceForce : Lean Management System
  4. 4. 4 Xpertivity Limited 53 Park West Road Park West, Dublin 12, Ireland Phone: +353 1 906 5342 Email: info@xpertivity.com Web: www.xpertivity.com When creating a task, ServiceForce encourages teams to pick tasks from the global task library where standard times standard work documents and work descriptions for the task are stored. When creating a new task , ServiceForce provides the functionality to attach the relevant operating procedure and standard work documents to the task and these should be the basis for how the task time was derived. Any improvements to the task can be tracked through this system to prevent ad-hoc changes to tasks and task times. (Continued on page 5) efficiency of the team is a key measure of how well teams are performing. Keeping people on the same task for extended periods may increase efficiency in the short term but it dramatically reduces the teams flexibility to manage peaks and troughs as they happen and it increases the risks that arise from boredom and other side effects. Continuously moving people around from task to task however erodes their ability to develop a high level of skill in the task. ServiceForce empowers the team to manage the allocation of work amongst each other in a fair and transparent manner that overcomes these challenges. It also provides the teams with the information they need to allocate work across teams thereby extending their flexibility and enabling teams to seamlessly help each other when peaks and troughs coincide across teams. Continuous Improvement Eliminating Waste ServiceForce helps the team track and manage tasks from a continuous improvement perspective by allowing the team to “tag” tasks with labels for tracking. Tasks can be tagged with any label such as “NVA” for non value-added tasks, “rework”, “checking” and so on. By tagging tasks with such labels, reports can be run to track how many such tasks exist and how much resources they consume. In this way a team or organisation can quickly estimate the cost of poor quality, the amount of a particular type of waste that exists or any tracking criteria they chose. Standard Work ServiceForce empowers teams to identify a “one best way” and to establish standard work practices for any or all tasks. (Continued from page 3) ServiceForce helps the team track and manage tasks from a continuous improvement perspective by allowing the team to “tag” tasks with labels for tracking. Tasks can be tagged with any label such as “NVA” for non value-added tasks, “rework”, “checking” and so on. ServiceForce : Lean Management System
  5. 5. 5 Xpertivity Limited 53 Park West Road Park West, Dublin 12, Ireland Phone: +353 1 906 5342 Email: info@xpertivity.com Web: www.xpertivity.com ServiceForce's powerful dashboard creation and display functionality provides all the visual management information required to manage and improve the organisations operational performance. Process Management ServiceForce provides the functionality to “tag” tasks as to the process they belong to, their position in the process and to report on the associated performance data. By capturing this information and making it available to the organisation (Continued on page 6) SIPOC A teams SIPOC (Supplier, Input, Process, Output, Customer) diagram is a simple but important tool for helping team members understand 1) the role that the team plays in the organisations core value delivery processes, 2) the impact that other teams have on their effectiveness and efficiency and 3) how they can better serve their down-stream customers whether they be internal teams, external partners or the end customer. By knowing the key “Suppliers” of work they can better understand the drivers that influence the demand profile of their workload. By examining the quantity, quality, timeliness and variety of “Inputs” from the suppliers, the team may be able to work with the suppliers to address any issues that their inputs are causing. Through continuous improvement the team can optimise the steps in the Process that they perform and by monitoring the quality, quantity and value of their Outputs they can help their downstream Customers work more effectively and efficiently. Improvement KATA The term KATA refers to the set of behaviours or practice routines that help build the habits that underpin high performance work methods and management practices in a high performance organisation. ServiceForce provides the standard tools and templates used to support the improvement KATA methodology. Visual Management Visual management is a key tool that involves the placement in plain view of all indicators of operational system performance so the status of the system can be understood at a glance by everyone involved. (Continued from page 4) Visual management is a key tool that involves the placement in plain view of all indicators of operational system performance so the status of the system can be understood at a glance by everyone involved. ServiceForce : Lean Management System
  6. 6. 6 Xpertivity Limited 53 Park West Road Park West, Dublin 12, Ireland Phone: +353 1 906 5342 Email: info@xpertivity.com Web: www.xpertivity.com Data Capture and Integration ServiceForce offers a variety of methods for capturing the data required to effectively and efficiently manage and improve performance. Initially, teams can manually enter the data and hence eliminate any systems integration issues . When spred across the etam this usually only takes 10 minutes each morning. Later the team can import the data or we can integrate ServiceForce with other systems. When using the full functionality of ServiceForce's Resource Integration Platform the data is automatically captured by the Lean Management Module. ServiceForce facilitates the proactive management of end to end processes by those executing the process tasks. This makes the establishment of process management and process ownership easier to set up and maintain. Strategy Strategy Deployment ServiceForce helps organisations deploy their strategy and key organisational objectives down to the team and individual level. In doing so, organisations can ensure that every team and person in the organisation is working to align their day to day activities with the priorities of the organisation. Mind-sets and Behaviours ServiceForce facilities the establishment of a teams own vison and strategic plan while ensuring it is aligned with the organisations strategy and key objectives. The key behaviours expected of the team are captured and a development plan is put in place for each team member where gaps have been identified. Costing Time Driven Activity Based Costing This is a method by which organisations determine the cost of the capacity of a resource pool such as a team. Tasks performed by the teams can be tracked and costed based on the teams cost per minute of capacity and the number of minutes consumed by the task. By tracking tasks associated with individual services or processes an organisation can track their costs more accurately. Furthermore, by tagging tasks for criteria such as value add, waste or project work, the full cost of poor quality and/or various projects can be tracked. (Continued from page 5) ServiceForce helps organisations deploy their strategy and key organisational objectives down to the team and individual level. In doing so, organisations can ensure that every team and person in the organisation is working to align their day to day activities with the priorities of the organisation. ServiceForce : Lean Management System
  7. 7. 7 Xpertivity Limited 53 Park West Road Park West, Dublin 12, Ireland Phone: +353 1 906 5342 Email: info@xpertivity.com Web: www.xpertivity.com  Allows you to engage earlier on in the process with your internal and external customers, and to maintain a closer dialogue.  Provides a platform for more advanced discovery of customer issues.  Additional complexity can be added to the solution at any time.  ServiceForce and CaseVision can be delivered as an on-site solution or as a SaaS service. Case Management and Process Workflow CaseVision allows organisations to streamline the progress of client cases, or tasks, from origination all the way through to final response. It easily handles often complex and high volumes of information, and the associated customer tasks, arriving from, and delivered to, diverse sources such as mailrooms, external websites, social media sites and email channels. By adopting the CaseVision platform, organisations can manage hundreds or even thousands of individual cases every day with limited resources, whilst ensuring the highest levels of service. CaseVision manages all of the relevant information assets required to complete a task, or set of tasks, within a single case folder. Its integrated business process management capabilities progresses each case through a controlled and traceable process that can dynamically change according to the information received externally, or to suit the requirements of internal case workers. This ability to manage unstructured and collaborative processes increases the capacity for co-workers to co-operate across departments on any given task and to respond to customers using their preferred communication channel, whether by post, email, website, social site or mobile. Benefits at a Glance  Manages interactions via social media, email and document channels and automatically escalates all appropriate requests into individual cases for CaseVision to handle and resolve.  CaseVision can be easily adapted to an organisation’s process requirements leading to faster, cheaper and more flexible market-ready solutions. CaseVision allows organisations to streamline the progress of client cases, or tasks, from origination all the way through to final response. It easily handles often complex and high volumes of information, and the associated customer tasks, arriving from, and delivered to, diverse sources such as mailrooms, external websites, social media sites and email channels. CaseVision : Case Management & Process Workflow
  8. 8. 8 Product Information Sheet Empowering Service Enterprise Excellence Summary ServiceForce from Xpertivity and CaseVision from BancTec have been seamlessly combined into the industry's first Resource Integration Platform for the service sector. By combining the power of ServiceForce's Lean Management System with CaseVison’s case management and process workflow solution, service organisations now have a single end to end platform for managing the collaboration of all resources required to deliver exceptional value to customers and in the most effective and efficient manner. Organisations can start on this journey in a modular and structured manner working through the organisation on team by team and process by process basis. Please contact us using the details below or visit our website for further information . ServiceForce EmpoweringServiceEnterpriseExcellence Xpertivity Limited 53 Park West Road, Park West, Dublin 12, Ireland Phone: +353 1 906 5342 Email: info@xpertivity.com Web: www.xpertivity.com

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