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Vanguard www.lean-service.com
Systems thinking for service organisations
There is a better way to make the work work…
…a way that improves service, improves revenue,
reduces costs and improves morale
So why isn’t everybody doing it?
Vanguard www.lean-service.com
What is management’s role?
The manager’s role is to…..
….act on the system
Vanguard www.lean-service.com
Changing management thinking
Command and control
thinking
Systems thinking
Top-down perspective Outside-in
Functional specialisation design Demand, value and flow
Integrated with workSeparated from work decision-making
Budget, targets,
standards, service levels,
activity etc.
Capability versus purpose,
variation
measures
Act on systemManage budgets and
people
ethic
Vanguard www.lean-service.com
Service centre design and management
Traditional thinking leads to significant
sub-optimisation
Higher costs, poor service, low morale
and what problems are managers trying to solve?
Vanguard www.lean-service.com
The place to start is check
Check
Do Plan
Vanguard www.lean-service.com
The service centre hierarchy
Manager
Service level
Abandon rate
Costs
Team Leader
Call volume
Call length
Time available
Inspection
Agent
Vanguard www.lean-service.com
Service centre (front office) design
Monitor:
activity
scripts
procedures
quality
calls in
sort
(IVR)
do the work
service levelvolume in
Vanguard www.lean-service.com
First big mistake
Failure to understand the nature of demand
All demand is treated as ‘units of production’
Vanguard www.lean-service.com
Second big mistake
Assuming the workers can be held accountable
for the work they do.
Vanguard www.lean-service.com
John’s calls per day
calls
days
x
x today
100
Vanguard www.lean-service.com
John’s capability
125
x x
x
xx
calls
days
x
100
xx x
75
Vanguard www.lean-service.com
Third big mistake
Management acts in many ways that damage
the organisation’s ability to absorb variety:
Scripts, procedures, activity measurement,
IVR, automated work scheduling and ‘work flow’
systems and so on….
Vanguard www.lean-service.com
Seeing the invisible
misroutes
and drop outs
Causes of
variation:
Demand
Activity
management
Scripts
Procedures
Inspection
calls in
sort
(IVR)
do the work
not trained against
demand
failure demand
Consequences: customer dissatisfaction and high costs
Vanguard www.lean-service.com
Service centre (back office) design
mail in
sort allocate
do the work
Monitor:
activity
procedures
quality
volume in volume outactivity
backlogs
Vanguard www.lean-service.com
Seeing the invisible
mail in
sort allocate
do the work
re-workerrors
re-work
fragmentationfailure
demand
alarming end-to
-end times
lost time
duplication
Vanguard www.lean-service.com
Design to absorb variety
demand minimal or
no sort
work to close or
input ‘clean’ to flow
measures
permanent: demand, capacity, one-stop, time, accuracy
(sampled), value created (sampled), agent capacity.
temporary: type and frequency of: demand, ‘dirt’ in input,
waste in flow.
Vanguard www.lean-service.com
Typical results
Increased capacity
Better service
Lower costs
Improved morale
Vanguard www.lean-service.com
The Vanguard model for ‘check’
What is the purpose (in customer terms)? Thinking6
System Conditions5
1
Flow : Value work + Waste4
Capability of response3
Demand : T + F
What matters?
2
Vanguard www.lean-service.com
Vanguard www.lean-service.com
Three things ever manager needs to know
1. There is no reliable method for setting targets
2. Targets ALWAYS sub-optimise performance
3. Using measures derived from the work leads to
results that could never have been conceived as targets
Vanguard www.lean-service.com
To improve performance, change thinking
Thinking
System
Performance
Purpose
Measures
Method
Vanguard www.lean-service.com
We should be wary of:
Labels and fads
Tool heads
Managers’ implicit theories of change
Vanguard www.lean-service.com
Changing management thinking
Command and control
thinking
Systems thinking
Top-down perspective Outside-in
Functional specialisation design Demand, value and flow
Integrated with workSeparated from work decision-making
Budget, targets,
standards, service levels,
activity etc.
Capability versus purpose,
variation
measures
Act on systemManage budgets and
people
ethic

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