We recommended an Improvement Event with the Facilitators and the team responsible for the process. This included team training, project scoping, and the improvement event itself. Initially, a Bourton Group consultant led the process, gradually handing over to the KNH facilitation team.
The facilitators therefore gained hands-on experience of applying tools and techniques to the key phases: current state analysis, future state design, and implementation planning. The facilitators also learned how to adopt sound implementation disciplines, including leading 30, 60 and 90-day reviews.
The outcomes were twofold. Firstly, the team developed and implemented a new process that has demonstrated significant improvements, that include:
- Reduced paperwork
- More integrated use of it systems
- More accurate data capture and sharing
- Reduced cost of printed materials
- Greater flexibility in meeting the needs of the tenants
Regular reviews are continuing to capture accumulating benefits and refine the process further.
Further events in Allocations and Tenancy Visits are planned as a result of improvement opportunities that emerged from the changes in the Sign-Up process.
Secondly, the facilitators themselves have gone on to run their own events in areas such as Absence Management and Leaseholder Finance that are reaping similar improvements. More people from across the business are now involved in Lean interventions.
‘I just wanted to say thanks for the work you and your team have done to help KNH embed Lean thinking in the company. The benefits that we are seeing in both staff moral and efficiencies have made this a successful project.’
Head of Business Support