Step 6 | Process Improvements
Transforming services to ensure their processes are completely customer focused and digitally enabled
Once all the channels have been deployed, the "toolkit" for the transformation of the organisation is in place. To maximise the benefits of these channels each and every service should be reviewed and transformed to ensure their processes are completely customer focused and redesigned to support this. Without undertaking this phase, the improvement in both customer service levels and required efficiency savings will never be achieved.
The GOSS BPM methodology is a best practice approach built upon the Lean Systems Thinking which has evolved from the Toyota Production System pioneered by Taichi Ohno in the 1980's. The approach has been adapted to refine its use in the non-manufacturing sectors such as NHS, Police and local government. The central pillar of the approach is to look to eliminate waste within the system and to introduce a culture of continuous improvement within service areas and organisations. The approach is built around reviews and having a key team of people engaged in this. The project team needs to include staff members who work on all aspects of the end to end process. They are the ones who have first-hand knowledge of the process and the impact that it has on both customers and staff. They are often the people with the knowledge and ideas of how the process really should work. This approach engages people involved in the delivery of the service to such a degree that they feel a real ownership of the process and empowerment to make sure that the change happens and is built upon.