Inj

Scoping study

Trial and prove the route

Milestone 1 roll-out (everyone involved)

Milestone 2 Refine best practice and standardize

Establish TPA

infrastructure

Small group activity

Prioritize pilot options, evaluate perceptions, agree pilot programme, infrastructure/roles and mobilize

Organization learning

Delivering improved customer service

Top-down Create the environment

Set priorities, set expectations, give recognition

Define pilot roles and responsibilities, identify awareness and training needs

Understand and define customer needs. Critically assess the priority of those needs and evaluate current status

Awareness and training to develop understanding and skills in the use of TPA techniques.

Establish measurement process. Identify roadblocks to progress through the systematic application of the improvement plan. Develop a model of TPA and raise awareness benefits. Add detail to the roll-out concept

Review and refine current policy to address issues raised by the pilot team. Establish job core competences

Integrate the activities of the core team within the TPM master plan. Co-ordinate the development of audit/ coaching framework and links with personal development plans

Systematically involve all personnel in: Workplace organization Developing written standards for routine activities

Improving customer service

Identifying hidden losses

Transfer of lessons learned to other areas. Establish standards for all areas and agreed work schedules to deliver customer service goals

Establish roll-out priorities. Reinforce standards for workplace organization. Focus on making tasks easy to do right. Encourage a 30-second information retrieval campaign

Review and refine practices to systemize routine tasks, and trap problems early. Shift from individual to group-based work. Study and improve office tools (paperwork and ledgers). Analyse and reduce duplication, simplify, combine and eliminate tasks where possible.

Refine standards and introduce a continuous improvement habit. Reduce lead times and introduce automatic progress coordination processes

Encourage a 'one is best' campaign, e.g. one-page memos, one copy filed, etc. Aim to reduce filing space by 50%. Focus on fool-proofing and systemization (difficult to do wrong)

Timing plan

This should take between sixteen and twenty weeks depending on the complexity of the systems under review (see Table 10.4 for approximate timings).

Roll out

Table 10.5 sets out the major implementation stages including the first two roll out milestones.

10.4 Some quotable quotes

In Figure 10.14, we show some 'quotable quotes' from people who have used the TPA improvement tool.

■ 'Improved awareness of how we work'

■ 'Identifies scope for improvement'

■ 'Means of avoiding replication/duplication'

■ 'Gives insight into other support sections'

■ 'Good approach for integration of interfaces'

■ 'Highlights information gaps/missing links'

■ 'Makes us challenge and question processes'

■ 'Take time out to discuss mutual problems'

Figure 10.14 Quotable quotes from TPA participants

If your OAE is currently 60 per cent, that implies that in arty five-day week only three days' equivalent are adding value. The other two days' equivalent is 'a complete waste of time and effort'. If you can eliminate waste and non-value adding activities, so that your OAE is 80 per cent, then that is like having an extra day a week of value adding support. How can you afford not to practise TPA?

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