How to build internal Operations Excellence capability at all levels of your organisation?
Finance Shared Services
In November 2013 a major Central Government Finance support service was brought together with the Finance functions of two other key Government agencies to create a new shared services organisation.
In February 2014, Service Level Agreements (SLAs) were applied for the first time in the shared services site and these new measurements revealed some significant operational failings. These included:
As a result of the ongoing operational instability, Reinvigoration were tasked to conduct an analysis and highlight improvement opportunities to quickly stabilise operations.
The agreed outcomes from the analysis were:
The team deployed a number of analysis tools to identify root causes of all specific issues and also considered:
Analysis entailed interviews, data collection, observation, process review and measurement. Findings were shared throughout the process to encourage ownership and to corroborate facts.
The rapid analysis phase identified 39 critical actions that needed to be implemented to improve the operation. Once these findings were accepted by local management, a rapid implementation period followed to address the problems observed. Some of the key results were:
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