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Digital Process Improvement
Why digital isn’t always the ‘solution’
Lean and Agile Projects
simplifying process improvement
Processes are like onions
3
simplifying process improvement
Trying to convince people to change?
simplifying process improvement
Missed Bins As Is
simplifying process improvement
Missed Bins As Is
simplifying process improvement
Missed Bins As Is
simplifying process improvement
Missed Bins To Be v1
simplifying process improvement
Missed Bins v2 – In Cab
simplifying process improvement
Missed Bins an evolution
• Original missed bins process
• Missed bins To Be v1 – online form
• Missed bins To Be v2 – in Cab
• Future state evaluations (v3, v4, v5?) – proactive notifications, bin alerts and removing/reducing override
• Digital does not reduce costs alone – latent demand
• “Non missed bins” made up 66% of original reports
• “Elastic band” process creep
Version No. per annum Cost per process Total Cost
As Is 5000 £5.70 £28,500.00
To Be v1 6800 £4.46 £30,328.00
To Be v2 6800 £2.50 £17,000.00
simplifying process improvement
simplifying process improvement
UK early adopters
simplifying process improvement
Missed Bins To Be v1
simplifying process improvement
@leanandagile
simplifying process improvement
Lean team
Quality handbook for 350 retail shops
Compliancy of procedures and treatments
Lean in bank environment – high compliancy
Operations management
IT service management
Case Management: Combine effectiveness and compliance
Headquarters (e.g. HR) and operations
Holland use cases
simplifying process improvement
Digital Transformation
TIC, HR, Digital/CS and ICT
Software Rationalisation
Agile/Flexible and Transformation
Process improvement and software upgrade
Lean and ICT
TOM, Digital Transformation and Continuous Improvement
New Contact Centre and Digital Transformation
UK use cases
simplifying process improvement
Don’t forget - its about people, thinking and culture
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