23 years in Finance,

Consulting, Coaching, SSC

SSC Job Misery

300,000+ people working in SSC/Outsourcing in

CEE region*

we have the opportunity to affect millions socially

by enabling people to enjoy work more, whilst delivering more value

from our Region.

CI getting a bad image Stop searching for definitive proof that

Lean works. Stop spending valuable time being cynical and, instead, use that time to experiment with a new

way of thinking and behaving. Show me one element of Lean that makes no

sense. Show me one thing that will harm rather than heal an operation...

Karen Martin Group

Re-defining Continuous Improvement

1. What do we mean by CI and Lean?

2. Some common CI implementation patterns

3. Re-defining the focus onto cultural foundations

“Everyone talks about Lean, Continuous

Improvement, Agile and Six Sigma but are really

we talking the same language?

What is CI?

• Lean focuses on waste reduction and speed

What is CI?

Source: Karen Martin Group

• Six Sigma focus on quality and variation elimination

• Lean is Qualitative, Six Sigma is Quantitative

• Lean doesn’t use statistical models like Six Sigma

• Lean is a process improvement methodology

• CI is a simpler form of Lean

• Lean is event based, CI is daily improvement

• Holistic performance improvement methodology •A business management approach NOT a tool

•Quality is at it’s core •Fact based but avoid analysis – paralysis

•Bias to iterative action & experiments •Takes a long, long time of effort

Definition is important

Source: Karen Martin Group

SSC Foundations

Clarity of Purpose

Clear Roles & Structure

Clear Systems & Processes

Clear Focus & Priorities

Know Me as a person not just a worker

Show Me why our work matters and who to

Focus Me on results & improving myself

Use Me for my strengths each day

Surround Me with people with same values

“5 signs of a miserable SSC job”

1. Anonymity

2. Irrelevance

3. Immeasurability

4. Weaknesses

5. Mistrust

Ask me for a copy

SSC Culture

Know Me as a person not just a worker

Show Me why our work matters and who to

Focus Me on results & improving myself

Use Me for my strengths each day

Surround Me with people with same values

Without People Passion there is no CI

Source: C2 Group

Passion

SSC Foundations

SSC Culture

Know Me as a person not just a worker

Show Me why our work matters and who to

Focus Me on results & improving myself

Use Me for my strengths each day

Surround Me with people with same values

Clarity of Purpose

Clear Roles & Structure

Clear Systems & Processes

Clear Focus & Priorities

People Philosophy

Tools

Practices

Leaders Philosophy

Clarity of Purpose

Clear Roles & Structure

Clear Systems & Processes

SSC Culture

Know Me as a person not just a worker

Show Me why our work matters and who to

Focus Me on results & improving myself

Use Me for my strengths each day

Surround Me with people with same values

Clear Focus & Priorities

GLUE GLUE

CI Principles

SSC Foundations

Re-defining Continuous Improvement

1. What do we mean by CI and Lean?

2. Some common CI implementation patterns

3. Re-defining the focus onto cultural foundations

People Philosophy

Leaders Philosophy

Know Me as a person not just a worker

Show Me why our work matters and who to

Focus Me on results & improving myself

Use Me for my strengths each day

Surround Me with people with same values

Clarity of Purpose

Clear Roles & Structure

Clear Systems & Processes

Clear Focus & Priorities

The Leaders philosophy is key

Tools

Practices

“They make us do A3’s for every single thing, its exhausting and really no fun at all. I really don’t see what the benefit to

us is.”

Mechanical

Team Leader

Know Me as a person not just a worker

Show Me why our work matters and who to

Focus Me on results & improving myself

Use Me for my strengths each day

Surround Me with people with same values

Clarity of Purpose

Clear Roles & Structure

Clear Systems & Processes

Clear Focus & Priorities

Initiative overload

People Philosophy

Leaders Philosophy

Tools

Practices

“We are changing structure into GPO roles at the same

time as implementing CI and

a new system, it’s insane...”

Lack of Focus

People Philosophy

Leaders Philosophy

Tools

Practices

Know Me as a person not just a worker

Show Me why our work matters and who to

Focus Me on results & improving myself

Use Me for my strengths each day

Surround Me with people with same values

Clarity of Purpose

Clear Roles & Structure

Clear Systems & Processes

Clear Focus & Priorities

Lack of Investment in coaching

unspoken reality of new SSC team leads / managers

“My team expect me to have all the answers” “The company values expertise not people skills”

“I sometime feel incompetent and am afraid to say when I don’t know, it’s better to cover up”

Not Knowing: The Art of Turning Uncertainty into Opportunity

Know Me as a person not just a worker

Show Me why our work matters and who to

Focus Me on results & improving myself

Use Me for my strengths each day

Surround Me with people with same values

Clarity of Purpose

Clear Roles & Structure

Clear Systems & Processes

Clear Focus & Priorities

Not getting your own house clean

People Philosophy

Leaders Philosophy

Tools

Practices

“It’s not our fault the process is not efficient,

it’s procurements, suppliers and treasury teams mistakes that

make our life a problem...”

Victim Teams

AP Team

Re-defining Continuous Improvement

1. What do we mean by CI and Lean?

2. Some common CI implementation patterns

3. Re-defining the focus onto cultural foundations

“Without an atmosphere where people feel safe and open to coaching, challenging and feedback, you cannot

hope to sustain any CI or Lean philosophy”

the leader goes first...

Finally, consider the principle that your key enabler is the people management

capability of your middle managers and front line team leaders.

Invest, train and support core group of willing middle managers and Lean/CI

coaches / Buddies.

Our foundation strategy at CC Know

Me as a person not just a

worker

Show Me why our work

matters and who to

Focus Me

on results & improving

myself

Use Me for my

strengths each day

Surround Me with people with same

values

Business Model You

•Emotional intelligence and 6 leadership styles (or equivalent) training and coaching •Team Leader Action learning

Strengths profiling

•Re-think how effective your performance management, 1:1 processes & workforce planning methodology is

Leader defined vision and “Quality” definition published

Continuous Improvement approach to be defined

Career Pathways

Suggested follow up: http://www.ksmartin.com/webinars/

http://succeedwithci.com/