ServiceChain Blitz

Issue

Many financial service organisations are working harder than ever to manage costs,
improve service and drive sales up. Most have at some point focused on improving their processes but found the task frustrating. Efforts can take a long time, tie up the energies of large groups for many months and often deliver disappointingly little. In many cases improvements are short lived - not sustained over time.

Solution

Setanta has developed a new approach to helping you achieve cost, sales and service goals simultaneously. Our unique ServiceChain BlitzSM methodology combines state-of-theart process improvement techniques with the latest thinking in organisational development and culture change.

Through our research, we've found that only changes in work processes deliver the combined cost, sales and service results you require. But we've also found that 'engineering'
those changes can serve to confuse and discourage the workplace. Our innovative
methodology employs process improvement technology in a way that delivers both the
business results you need and the committed, enthusiastic workforce to sustain it.

How it works

The aim of the ServiceChain BlitzSM is to make things different not just better. It is based on the Japanese concept of eliminating muda - every moment in a service chain when nothing of value is happening. It consists of five ingredients:

Contracting with the project sponsor to:

identify the key obstacles (such as quality, cost or turnaround time) whose removal will significantly improve operations

set aggressive improvement targets

select the team members who can achieve those targets.

Focused, intense, one-week improvement project, during which team members map and
analyse the relevant part of the service chain and identify how waste, variability and errors can be removed.

Month of follow-up, during which the team researches, tests and implements its ideas.

Report to senior management and sponsor on results and plan for roll out of proven improvements.

Roll out and activities to make process improvement behaviours and skills common

Results

The ServiceChain BlitzSM delivers what it promises - significant improvements in cost, sales and service, quickly, safely and inexpensively. Results that organisations have achieved in the first month include: