Digital Process Improvement Why digital isn’t always the ... · To Be v2 6800 £2.50 £17,000.00 . simplifying process improvement . ... @leanandagile . simplifying process improvement

Digital Process Improvement

Why digital isn’t always the ‘solution’

Lean and Agile Projects

simplifying process improvement

Processes are like onions

3


Trying to convince people to change?


Missed Bins As Is


Missed Bins As Is


Missed Bins As Is


Missed Bins To Be v1


Missed Bins v2 – In Cab


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



UK early adopters


Missed Bins To Be v1


@leanandagile


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


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


Don’t forget - its about people, thinking and culture

Digital Process Improvement Why digital isn’t always the ... · To Be v2 6800 £2.50 £17,000.00 . simplifying process improvement . ... @leanandagile . simplifying process improvement

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