1. Handover project to fulltime Tech PM
Inputted into Specification for RFIQ
Responsible for divisional input into
RFIC
Partner delivery project
Syndicated and build consensus for findings across
business
Engaged local teams, IT and Business Readiness to prep
teams for 3rd party supplier
Project Managed 3rd party supplier Local resources
through Delivery
Host post experiment playback to GCS Board
In Group Customer Services a large number of customer outcomes are delivered by
agents manually inputting and transposing customer and policy data between systems,
this typically accounts for 40-60% of the total effort.
Situation
Diagnosis
Process walkthrough, 1:1’s &
workshops - process heat-map created
using
• % Manual activity
• Volume
• Complexity – HML
Created Business Case & Priority
Design
Created opportunity statement
Engaged with 3rd party supplier.
Agreed Discovery validation exercise
followed by Proof Of Concept.
Conduct Diagnosis activity thru workshops,
1:1’s, survey, Emp Survey.
Engage with stakeholders to align and
agree buy in and communications
RelationshipProject Manage 3rd party
supplier
Solution – Experiment
The Solution
Post Discovery validation, ten processes
were identified as Low Risk –High Reward.
The top two processes were selected for
P.O.C
Proof Of Concept
Two processes were selected and a 4wk
experiment was conducted by end to end
automation of the “General Information
Pack” request
The Result
The process was successfully automated
and tested to deliver each request in sub
5sec compared with 5 – 15mins
Implementation
Scaling the Solution
Engaged with Technology Services to
assign full time Project Manager and
Business Analyst Resource.
Developed Specification for RFIQ
Provided Divisional input into RFIRFQ
process
Participated in supplier selection and
on-boarding
Integrating into Change Portfolio
Aligned the project to other Lean, MI
and WFM projects.
Partner with TechChange BAU delivery.
The Situation
My Role