Achieving Operational Excellence_Grainsfield

Achieving Operational Excellence
Through Process Improvement & Automation Partnership
April 2016

2© 2016 All Rights Reserved© 2016 All Rights Reserved
“If the process [skills, culture and tools] is
right, the results will take care of
themselves.”
Takashi Osada 1993 (Author of The 5S's: Five Keys to a Total Quality Environment )

Agenda
o The Challenge In The Value Chain
o What Needs to Change
o How We Can Help
o Our Approach
o Questions & Comments

The Challenge In The Value Chain
Inspection
Agent Licensing
& Renewal
Duty
Assessment
& Collection
TRADE FACILITATION & REVENUE GENERATION
Core Operations
Release
Auction &
Bidding
Non-Core
> Major challenge is revenue leakages!
> Lack of transparency due to poor alignment between culture, people,
process and technology
> Investment in non-critical assets that should otherwise be outsourced
X X XX
Excise
Duty
XX

“It is not the strongest species,
nor the most intelligent that
survive, but the ones that are
most adaptive to change”
Charles Darwin

Agenda
o How We Can Help
o Our Approach
o Proposed Next Steps
o Contacts

Culture
Process
Operational
Excellence
Technology
What Needs to Change?
Organizational Culture
“That complex whole which
includes knowledge, belief, art,
morals, law, custom and any
other capabilities and habits
acquired by man as a member
of society” or [an institution].
– E.B Tylor

Agenda
o How We Can Help
o Our Approach

>Culture & Process
Improvement

How We Can Help - Culture & Change
Management
Change Navigation
“What management mechanisms will help the organization
optimize its investment?”
• Program management framework
(direction and pace of change)
• Models/methodologies
• Measurement strategies
• Technical/business architecture
• Set change objectives and priorities
Change Leadership
“How can we help the organization’s leaders effectively
champion the change?”
• Establish shared executive vision and
communicate it to organization
• Develop a sponsorship program
• Provide leadership with coaching/facilitation
• Set expectations during change
Change Enablement
“How do we give users the tools and support to be
successful with the change?”
• Revise workflows/procedures
• Redesign physical environment
• Design new/modified jobs
• Training and performance support
Change Ownership
“How do we help users feel like part of a
change vs. victims of change?”
• Plan communications and involvement
activities
• Educate impacted personnel on the
change process
• Develop local action teams and facilitate
implementation
• Deliver focused benefits
Navigation Leadership
Enablement Ownership
DemandSupply
Macro
Micro

> A systematic approach to help the Service optimize existing processes
to achieve more efficient results.
> Process improvement focuses on:
 Shifting focus to customers’ needs and wants
 Putting processes right before automation
 Process outcomes, not routines
> Process Improvement has helped organizations reduce cost and cycle
time by as much as 90% while improving quality by over 60%.
How We Can Help - Process Improvement

>Technology Quick-Wins

How We Can Help
WORK-FLOW
MANAGEMENT
SYSTEM
Workflow systems to
automate, track, provide
feedback and give visibility
to stakeholders through out
the Import Clearing Process
with integration to the
existing Asycuda++ system
AGENT LICENSING
& RENEWAL
A channel to manage the
end-to-end appraisal and
validation of an agent and
renewal of licenses. A
complete system of records
for agent management
AUCTION SYSTEM
An open system to ensure
transparency and visibility
into the disposal activities of
the Nigerian Customs
Service
BUSINESS
INTELLIGENCE
Generation of standard and
ad-hoc reports and insights
on-demand and in real time
for improved decision making
These capabilities will be made available via ONE SINGLE PORTAL with availability of additional modules

Technology – Work-Flow Management System
> Significantly reduces paper trail and manual
processing
> Integrates with the current ASYCUDA++ systems
> Allows online payments of duties and taxes (Local
and FCY)
> Tracks Standard KPIs and SLAs such as “Dwell
Time” to track efficiency at each stage
> Integrates with Document Management Systems
such as Sharepoint and OpenText
> Structure Database to allow multi-dimensional
generation of reports e.g. Importer, Agent, Bank The CAS platform supports and allows Status
Tracking for each SGD through workflows and
notifications by all relevant stakeholders

Technology - Agent Licensing & Renewal
AGENT SELF SERVICE
Agent Self Service allows
Agents register and upload
of relevant documentation.
ONLINE PAYMENTS
Allows online payments of
license fees (Local and
FCY).
APPROVALS
Back-Office Teams can review
applications online for approval
and/or rejection with feedback.
COLLABORATION
Allows collaboration e.g. online
chats between agents and
contact personnel
SINGLE DATABASE
One complete and single
source of truth on agents
records agent across Nigeria
STATUS TRACKING
Workflows allow status tracking
and gives transparency to the
entire process
MESSAGING
Notifications to agents on
impending license expiry for
proactive processing
REDUCE MANUAL
PROCESSING
Significantly reduces paper
trail, storage related real estate
costs, manual processing
DOCUMENT MANAGEMENT
Supports integration with
Document Management Systems
such as Sharepoint and
OpenText.

Technology - Auction System
BIDDER REGISTRATION
Simple Registration process for prospective bidders
EASY ITEM MANAGEMENT
Our system is designed to help even inexperienced users add new items, information
and pictures quickly
REAL-TIME BIDDING
Bids are updated in real time creating an exciting bid process that encourages higher
bids. Users can easily find items and track what their bids
E-COMMERCE CAPABILITIES
Offer buyer checkout with sales invoicing, sales tax, intelligently suggests the grouping
of items purchased from each seller,
SECURE & RELIABLE ARCHITECTURE
The system is deployed to survived several attacks and proved to be impenetrable
against hackers. It is also protected against SQL- injections. These security properties
are especially critical for the systems with a heavy traffic and large turnover.
N

Agenda
o How We Can Help
o Our Approach

Our Approach
Define
Implementation
Roadmap for
Improvement
Initiatives
Organizational Change Mgmt. – Communicate & Engage Stakeholders
Analyze Current
Technology Infrastructure
Project Scoping
& Planning
Analyze Current Core
Business Processes
Define Technology
-Gap Closure
Initiatives
Conduct
Organization
Maturity/Readiness
Assessment
INITIATION DOCUMENT & ANALYZE OPERATEIMPLEMENT
Define Process-Gap
Closure Initiatives
Implement
Technology
Initiatives
Implement
Process Changes
Govern &
Manage Process
Review & Evaluate
Process Performance
REDESIGN
Manage Project – Stakeholders, Risk & Issue Management, Status & Progress Reporting
Phase I – Days TBD Phase II – Days TBD Phase III – Days TBD Phase IV – Days TBD
KEY ACTIVITIES / DELIVERABLE
o Stakeholders Analysis & Expectation Setting
o Project Scope Definition (Process & Technology)
o Enterprise Maturity Assessment Report
o Business Readiness Report
o Revised Phase Schedules & Cost Estimates
o Project Kick-Off
o Conduct Process Discovery Workshops
o Current State Process & Technology Analysis
Report
o Quick Wins
o Conduct Design Workshops
o Define Future State Process &
Technology Implementation
Initiatives
o Define Key Performance
Measures
o Updated Procedure Manuals
o Define Preliminary
Implementation Requirements
o Quick Wins
o Implementation Roadmap
o Implementation Scope Document
o Updated Process Manuals
o Process User Training Workshops
o Technology Deployment & End User
Training
o Software User Manual
o Process Verification Action Plan
o Process Verification Action Plan
o Business Process Management
Framework
o Process Improvement Plan
o Value Stream Mapping

>Questions & Comments

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