LEAN

Essence Of Excellence Part I

[fusion_builder_container hundred_percent=”no” hundred_percent_height=”no” hundred_percent_height_scroll=”no” hundred_percent_height_center_content=”yes” equal_height_columns=”no” menu_anchor=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” class=”” id=”” background_color=”” background_image=”” background_position=”center center” background_repeat=”no-repeat” fade=”no” background_parallax=”none” enable_mobile=”no” parallax_speed=”0.3″ video_mp4=”” video_webm=”” video_ogv=”” video_url=”” video_aspect_ratio=”16:9″ video_loop=”yes” video_mute=”yes” video_preview_image=”” border_size=”” border_color=”” border_style=”solid” margin_top=”” margin_bottom=”” padding_top=”” padding_right=”” padding_bottom=”” padding_left=””][fusion_builder_row][fusion_builder_column type=”1_1″ layout=”1_1″ spacing=”” center_content=”no” link=”” target=”_self” min_height=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” class=”” id=”” background_color=”” background_image=”” background_position=”left top” background_repeat=”no-repeat” hover_type=”none” border_size=”0″ border_color=”” border_style=”solid” border_position=”all” padding=”” dimension_margin=”” animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=”” last=”no”][fusion_text]On March 16th, myself and a small group of Kiwis made the trip to Sydney to attend SA Partners annual continuous improvement conference, held at the Radisson Blu Hotel and conference centre in the CBD

With Louis Sylvester representing Auckland Council as a key note speaker, we had made the trip and with a day either side took in some opportunities to network and meet others on their continuous improvement journey.

This is the first of a series of blogs on some of the impressions and thoughts that the key notes addressed and served as an inspiration to the audience.

First up was the team from the Commonwealth Bank of Australia, from the direct lending and collections customer solutions group based in Paramatta, Sydney.

This team have recently been awarded a Silver Shingo Prize for Excellence, which is a first for Financial Services in the world, so it was a presentation that we were all looking forward too.

Their presentation shared their story of their successful journey towards enterprise excellence and lessons learned upon the way to a Shingo prize.[/fusion_text][/fusion_builder_column][/fusion_builder_row][/fusion_builder_container][fusion_builder_container hundred_percent=”no” hundred_percent_height=”no” hundred_percent_height_scroll=”no” hundred_percent_height_center_content=”yes” equal_height_columns=”no” menu_anchor=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” class=”” id=”” background_color=”” background_image=”” background_position=”center center” background_repeat=”no-repeat” fade=”no” background_parallax=”none” enable_mobile=”no” parallax_speed=”0.3″ video_mp4=”” video_webm=”” video_ogv=”” video_url=”” video_aspect_ratio=”16:9″ video_loop=”yes” video_mute=”yes” video_preview_image=”” border_size=”” border_color=”” border_style=”solid” margin_top=”” margin_bottom=”” padding_top=”” padding_right=”” padding_bottom=”” padding_left=””][fusion_builder_row][fusion_builder_column type=”1_1″ layout=”1_1″ spacing=”” center_content=”no” link=”” target=”_self” min_height=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” class=”” id=”” background_color=”” background_image=”” background_position=”left top” background_repeat=”no-repeat” hover_type=”none” border_size=”0″ border_color=”” border_style=”solid” border_position=”all” padding=”” dimension_margin=”” animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=”” last=”no”][fusion_imageframe image_id=”374″ style_type=”none” stylecolor=”” hover_type=”none” bordersize=”” bordercolor=”” borderradius=”” align=”none” lightbox=”no” gallery_id=”” lightbox_image=”” alt=”” link=”” linktarget=”_self” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” class=”” id=”” animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=””]https://leantomatoes.files.wordpress.com/2020/03/58b35-conf-1-e1460699717761.jpg?w=225&h=300[/fusion_imageframe][/fusion_builder_column][/fusion_builder_row][/fusion_builder_container][fusion_builder_container hundred_percent=”no” hundred_percent_height=”no” hundred_percent_height_scroll=”no” hundred_percent_height_center_content=”yes” equal_height_columns=”no” menu_anchor=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” class=”” id=”” background_color=”” background_image=”” background_position=”center center” background_repeat=”no-repeat” fade=”no” background_parallax=”none” enable_mobile=”no” parallax_speed=”0.3″ video_mp4=”” video_webm=”” video_ogv=”” video_url=”” video_aspect_ratio=”16:9″ video_loop=”yes” video_mute=”yes” video_preview_image=”” border_size=”” border_color=”” border_style=”solid” margin_top=”” margin_bottom=”” padding_top=”” padding_right=”” padding_bottom=”” padding_left=””][fusion_builder_row][fusion_builder_column type=”1_1″ layout=”1_1″ spacing=”” center_content=”no” link=”” target=”_self” min_height=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” class=”” id=”” background_color=”” background_image=”” background_position=”left top” background_repeat=”no-repeat” hover_type=”none” border_size=”0″ border_color=”” border_style=”solid” border_position=”all” padding=”” dimension_margin=”” animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=”” last=”no”][fusion_text]Their first learning was that they had worked very hard on gathering data. Not just  raw data for the sake of it, but the right data that could then be analysed by employees and front line leaders.

They had focused the training on enabling the front line staff to access and analyse data, which they found to be a powerful way to enable improvement.

They did not hire outsiders, they did not spend a fortune on analytical tools, but they created this groundswell of “scientists” that had develped the capability to analyse the data, make it make sense, particularly in a visual way and to focus in on the critical problems that were affecting performance.

With good data, an army of scientists and Visual Management Boards with huddles, their mantra was as follows:

  1. Are we focused on activities that add value to the customer?
  2. Do we have an efficient process that are performed consistently?
  3. Are we focused on the right activities at the right time?

CBA also focused on developing their culture in equal amounts to technical skills, one phrase used by the presenters was they want each employee “to bring their whole selves to work”. This was surely a nod to an open coaching culture where every employee is valued for what they bring to the team, and their contributions being welcomed and supported.

PDCA was at the heart of their thinking and became their improvement mindset, with a focus by leadership on achieving operational targets and strategies as their “True North”

Key members of their leadership team undertook the Shingo Discover Excellence course with S A Partners www.sapartners.com

Finally, they talked at length how their front line focused on capturing the standard operating practices and embedded this at the core of the continuous improvement activities. They had a brush with technology and were in the throes of ensuring that the best ways of working and delivering value to their customers was captured and shared with others.

For me this was a bit of a confirmation and inspiration as I believe the faster the rate of change, the more we have to keep on top of how things are done.

So overall, a 10/10 performance for me, the presentation set the tone for the day and I was looking forward to my planned visit to their offices the next day for an exclusive behind the scenes tour.[/fusion_text][/fusion_builder_column][/fusion_builder_row][/fusion_builder_container]

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