Enthusiasm for Productivity

Presentation to NHS Productivity Programme 18/9/14

Phil LambertBusiness Services Director

South East Commissioning Support

Agenda

• A little about me !

• My message today‘what the Business wants, what the customers demand’ – can really motivate the staff

• Different views of productivitya) Business Perspectiveb) Customer Perspective

• Techniques for driving up productivity

• Other benefits of Process Mapping

• The SECSU time line

• Capturing enthusiasm

• Final message from my colleagues

A little about me !

What the Business wants …

A wide range of demands but specifically from its ‘operation’;-• Lower operating costs / costs of production• Certainty of process to improve controls• Conformity of process to leverage systems and technology• Easily scalable business • Ability to do more but not require extra resource

ICI ……..Mess for lessMRC ….SSC a vehicle to introduce a performance cultureSECSU .Integrated process business Increased

Productivity

What the Customers want …

A wide range of benefits but in terms of outputs from its supplier;-

• Higher levels of both quantity and quality• The thought that they are getting a good deal• Higher outputs than with previous / other suppliers• Feeling that the supplier is over delivering

• In other words ………. ‘more for less’…….especially in a budget challenged NHS

Increased

Productivity

So what is everyone saying ? …

Greater Productivity ;-

More for less – year on year productivity improvements

Reduced unit

costs

Bigger bang for

buckRecord output

levels

Sweating the

assets Return on capital employed

Techniques for stages of the Journey

The Start Point for everything

Process Mapping

Continuous Improvement LEAN Service

Excellence

The SECSU timeline to OPEX

Log improvement initiatives

Devise Level 3 TOM

28/04/14

Procure Process Mapping Software Level 4 Process maps

Challenges

SoftwareTraining

Mapping protocolsProject Plan Business Case

Lean Proposals

ISO 3000 Accreditation

31/12/14

Accreditation

Mapping training

Level 5&6

Accreditation

10

A SECSU sample process map

Surely we can’t map everything ?

And it delivers so much more …

Process mapping is the foundation stone to deliver a range of other initiatives-

• More advanced productivity tools;-• Time recording• Volume based load allocations• Activity Based Costing

• Training documentation for all new staff• Reference material for all customers• Customer SLAs• Audit controls

And especially for us at SECSU it has formed the basis for;-• Process integration of three businesses.• Workshop core materials

Boringly tedious or exciting and motivating

Staff prideDemand pull / supply pushCustomer interaction in designCustomer engagement in service deliveryA common vocabulary Staff motivation• New / different• Exciting• Qualifications• State of the art• We are the people who know –

harness our knowledge and unlock our talent

14

The final word from my colleagues…….

• “helped identify inconsistencies in the services we deliver to our customers…

highlighted work we do for some CCGs but not others… vagueness of SLA has allowed to arise. …some parts of our work that overlap with other departments (e.g. complaints) and the process mapping should help the CSU to reduce these inefficiencies and become more lean”.

• “ incredibly useful to have level 3 process map to share at merger workshop…. able to compare services and identify exactly what the different organisations did and didn’t do and potential to expand. Without having completed this exercise already….we may have spent session trying to recreate a similar document just to identify and compare current service offers….also provided reassurance that we had captured entire end to end IFR process and not missed out any steps”.

• https://prod.nimbus-cloud.com/southlondoncsu/ctrlweblsapi.dll