ict projects v business improvement aly heald, business improver louise cope, head of ict trafford...
TRANSCRIPT
ICT Projects v Business ImprovementAly Heald, Business Improver
Louise Cope, Head of ICT
Trafford Housing Trust
‘The Problem’
• Four Legacy Systems• Expensive Maintenance Contracts• High maintenance interfaces• Old versions• Islands of Data• Poor Management Information
‘The Solution’
• The Big One Project• Replace legacy systems with one
integrated solution• Eliminate interfaces• Significantly reduce maintenance costs• Improve Management Information
Project Delivery – As Planned
Split into 3 phases….
Design4 months lead by Cultural Architects
Build3 months led by Process Owners
Test
2 months led by end users.
Training – Senior IT Trainer to deliver guides and facilitate sessions.
Go Live
Work Streams
1. Customer Lifecycle 2. Money 3. Assets 4. Property
Maintenance5.
Community 6. Care
Data
Customer Access Case Management
Workflow
InterfacesTechnical
Mobile
Project Delivery-As experiencedDesign
6 months lead by Cultural Architects
Build
3 months led by Process Owners
Test
IT Trainer – 2 months provision
Training
Train
2 months – Led by Process Owners and IT
Go Live
The Big One Project:
The Successes• Went Live on Time• Went Live within Budget• Reduced annual maintenance costs by
£100k• Eliminated Interfaces• Single sign on – significantly reduced
Service Desk Calls• No disruption to customers
The Big One Project:Post Implementation Review
The Learning• ICT Led Project • Managed to time & cost• Success factors based around ICT
Savings
The Big One Project:
Impact of The Learning• Lack of Business Engagement• Lack of Business Ownership• Lack of System Knowledge & Confidence• System Setup didn’t match Processes• Manual Workarounds Introduced• Culture of ‘putting up’ and ‘making do’• Bad reputation of system• Damaged reputation of ICT Service
Getting it Right
• Acknowledged the successes of the Big One alongside its limitations
• Being honest about reasons• Business Acknowledgement – changes
required• Listening to end users • Green light to Challenge Systems• Review once live• It’s not all about the IT!
Focus on root causes….
The focus of Front line staff and Managers during initial discussions was at the top end of the value stream e.g. adjust van stock levels
The causes of system and process issues need to be the start point working up the process to impact higher in the road map
Van Stock Replenishment Process (Front End)
StartOpen OH Contractor
Select Stores Module
Select Stock Master
Transactions
Highlight Line by Van / Job
Click ‘Post’ Click ‘Validate’Error CSS Apperars?
Click ‘No’ to Cancel
No
Question Window Appears
Click ‘Validate’
No
Action? Yes
Question Window Appears
Click ‘Yes’ To Post Batch
Click ‘Post Batch’Click ‘OK’Click ‘Exit’
End
Click ‘Report’
Yes
Record Details Manually
Click ‘Done’Click ‘Exit Report’Return To Stores
Module
Click on ‘Parameters’ Drop
Down
Click ‘Stock Master File
UpdateClick On ‘Query’
Enter Stock Code Query
Click ‘OK’
Highlight ItemSelect Locations
TabSelect correct Van from list
Click ‘Update’Increase Minimum
Stock LevelIncrease Re Order
Level
Increase Maximum Stock
Level
Return to Batch Process screen
Copy Job No. / Quantity / Details
Exit Screen
Return to Batch Process screen
Select lineClick deleteWarning Appears
Select ‘Yes’ To Warning
Enter Reason On Screen
Click ‘OK’Order
Deleted
Return To Batch Processing
WindowClick ‘Create’
Double Click Location Code
Select Van Number
Click ‘OK’Select ‘Type’ From Drop Down Menu
Click ‘OK’Create Batch
Appears
Double Click Stock Code Field
Stock Master Query
Appears
Enter Stock Code Click OK
Stock Master
Browser Appears
Click OK
Stock Code
Browser Appears
Click ‘OK’
Create Batch
Screen Appears
Enter QuantityDrop Down
Appears
Select from ‘issued to’ drop
downClick ‘OK’
Drop Down
Appears
Select Operative Details From Drop
Down Menu
Select ISSU From Stock
Click ‘OK’Click
‘Issued To’Select ‘Operative’
And ‘Type’Click‘Yes’
Select Stock Code
Enter Stock Code
Enter Job Number
Enter Quantity
Click‘OK’
Confirm ‘OK’
Click‘Post’
Click‘Validate’
Click‘Post’
Click‘Validate’
Create Batch
Screen Appears
Pop Up Asks for Confirma
tion
Return To
‘Create Batch’ Screen
Pop Up Screen
Appears
Batch Process Screen
Appears
End*
= Batch Screen Printed Off
Daily
Compare To Generated Order List
Check For Likely
Duplicates
Progress Order As
Necessary
50% of Stock Requests fail at this pointVolumes typically c.75 / day with 2/3 batches per week
Van Stock Replenishment Process (Front End)
StartOpen OH Contractor
Select Stores Module
Select Stock Master
Transactions
Highlight Line by Van / Job
Click ‘Post’ Click ‘Validate’Error CSS Apperars?
Click ‘No’ to Cancel
No
Question Window Appears
Click ‘Validate’
No
Action? Yes
Question Window Appears
Click ‘Yes’ To Post Batch
Click ‘Post Batch’Click ‘OK’Click ‘Exit’
End
Click ‘Report’
Yes
Record Details Manually
Click ‘Done’Click ‘Exit Report’Return To Stores
Module
Click on ‘Parameters’ Drop
Down
Click ‘Stock Master File
UpdateClick On ‘Query’
Enter Stock Code Query
Click ‘OK’
Highlight ItemSelect Locations
TabSelect correct Van from list
Click ‘Update’Increase Minimum
Stock LevelIncrease Re Order
Level
Increase Maximum Stock
Level
Return to Batch Process screen
Copy Job No. / Quantity / Details
Exit Screen
Return to Batch Process screen
Select lineClick deleteWarning Appears
Select ‘Yes’ To Warning
Enter Reason On Screen
Click ‘OK’Order
Deleted
Return To Batch Processing
WindowClick ‘Create’
Double Click Location Code
Select Van Number
Click ‘OK’Select ‘Type’ From Drop Down Menu
Click ‘OK’Create Batch
Appears
Double Click Stock Code Field
Stock Master Query
Appears
Enter Stock Code Click OK
Stock Master
Browser Appears
Click OK
Stock Code
Browser Appears
Click ‘OK’
Create Batch
Screen Appears
Enter QuantityDrop Down
Appears
Select from ‘issued to’ drop
downClick ‘OK’
Drop Down
Appears
Select Operative Details From Drop
Down Menu
Select ISSU From Stock
Click ‘OK’Click
‘Issued To’Select ‘Operative’
And ‘Type’Click‘Yes’
Select Stock Code
Enter Stock Code
Enter Job Number
Enter Quantity
Click‘OK’
Confirm ‘OK’
Click‘Post’
Click‘Validate’
Click‘Post’
Click‘Validate’
Create Batch
Screen Appears
Pop Up Asks for Confirma
tion
Return To
‘Create Batch’ Screen
Pop Up Screen
Appears
Batch Process Screen
Appears
End*
= Batch Screen Printed Off
Daily
Compare To Generated Order List
Check For Likely
Duplicates
Progress Order As
Necessary
50% of Stock Requests fail at this pointVolumes typically c.75 / day with 2/3 batches per week
Ongoing process….
Not a standalone event
Service Improvement Considerations…
• Supported by and important to the business• Strategically aligned• Savings to be realised – time, monetary etc.• Adequately resourced – cross business & end
user • Route causes not sticking plasters• Focused on long term improvements• Data is key in determining issues and success• Never stops
OPENHousing :
The Best it Can Be• Feels completely different• New Business Improvement
Project• Priorities determined by the
business• One service at a time• Full Customer Journey• Process improvement First• Then introduction of systems