Process Improvement comes from defining processes as services

1. Daily Unit Linked Product Operating Model
MLCLGovernance
·Board
·UnitPricingSub-Committee
·ServiceProviderGovernance
Sub-committee
MLCLRetailAdvisedProducts
MLCLFinance
andNABInvestmentControl
(SystemssupportedunderTSA)
MLCLOps
(ManagingCustomerUnitLinked)
NABTransactionServices
Agreements
(NASasCustodian,NABInvestment
ControlandAssetManagement)
RelatedProcesses
Phase
Product
Manage Market
Information
Manage Offers to
legacy customers
(Sustainability /
Terminations /
“Trade-Out”
Options)
Manage
Customer
Information
Manage PAS
(CLOAS,
CAPSIL, Mel MF)
Manage
settlement of
accounts and
investment fund
systems and
processes
Manage Reporting,
·Customer
·Legislative
·Financial
Performance Reporting
·Performance and
sustainability
·Arbitrage
Manage Channel
Relations
Manage Market
and Brand
Management
Manage Channel
Infrastructure
Action Product
Information
Queries
Action Customer
Retentions
(Trade Out or
Terminations)
Action Customer
Profile Queries
and Updates
Action
Customer
Transactions
- Contributions
- Switches
- Redemptions
- Surrenders
Action Unit Linked
Investment
Transactions and
trades
Next Daily Unit Price Cycle
·Product competition
what exists
Customer
Customer Markets
Product Reporting
(i.e. Morning Star)
(Syd /Mel)
Compliance
Performances feed into Review processes
Outsource Service
Agreements
(as required impacts from
Policy Changes)
Stakeholders
Process – Think outside the box!
Governance of Objectives
Customer Experience and
Stakeholder expectationsExternalSources
Dataandinformation
ExternalProvisionofRules
ComplianceandStandards
Transactions
Outcomes Match Objectives
Performance
Pacific Heights Consulting –
Training, Mentoring and Coaching Business Operating Principles

2. In fact processes can be visualised organically
Surviving on its ability to fit into the business eco system
Objectives
Rules
External
sources
Value Add
Activities
The activities within the
box are deemed to add
value if they can use
the external factors to
deliver expected
transactional outcomes
Performance
Outcomes Transactions
External
Source
Transactions must
provide value to
something or the
process is not useful
Timeliness, Accuracy,
suitability and
repeatability in
meeting outcomes
must be maintained or
the process wont be
used
Value add
activities
Rules Objectives
Transactions
Performance
outcomes
Pacific Heights Consulting –
Training, Mentoring and Coaching Business Operating Principles

3. If you want to create continuous improvement talk about the
service objective
Think outside the box means looking at what the process is meant to deliver. Continuous
improvement is not something you develop like a project. It is part of the companies operating
focus. Try these..
Current Focus CI Value Chain Focus Shift
Procurement /
Procure to Pay
Access to Goods and services
↓ Resource Requirements
↓ Resource Planning
↓ Resource Sourcing
↓ Resource Acquisition
↓ Resource Utilisation and performance
↓ Vendor relationship and Goods and Service improvement
Procurement is about business
continuity and ensuring the business
has the goods and services require
to run the business. Your
relationship with your suppliers
critical.
Hire to retire Access to Human Resources (Change to Hire to Alumni)
↓ Resource Requirements
↓ Resource Planning
↓ Resource sourcing
↓ Resource Acquisition
↓ Resource Utilisation and performance
↓ Staff and contract relationship and service improvements
Human Resources is about business
continuity and ensuring the business
has the right skills and teams
required to run the business. The
people form the basis of what gets
done and how well. It is also
important think about that
relationship after they leave
Customer
Experience / Sales
to Cash
Access to markets
↓ Create Market awareness
↓ Offers and quotes
↓ Closing Sales
↓ Delivery of goods
↓ Service and support customers
↓ Customer Relations and business improvement
Access to markets is central to every
business. It takes the “Why” are we
in business and “why” should
customers come to us and builds it
in the organisation