Driving Process Excellence

1
Driving Process Excellence

• Mike Radford
• September 2008

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Process Engagement Model Outline

• Own the process
• Run Process Improvement Forums
• Engages across Serco
• Sponsor and raise change requests

Process Owner
Divisional / Functional Process Lead

• Represent Division in process
• Collate Divisions requirements
• Cascade info to Super Users

Super User (200)

• Identify opportunities based on user comments.
• SMEs to develop change proposals

User Base (7000)

• Identify opportunities
• Make suggestions
• Feedback on implementation

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Process Excellence Outcomes

• Provide Process Clarity
• Requirement to see the processes
• Use Business Process Management tools to record
  our processes
• Involve SSC and Divisions in process sign off
• Launched access across the organisation to the
  maps
• Process Improvement
• Divisional improvements raised at PIF and managed
  through Change Requests
• SSC lead Quality initiatives
• One off Six Sigma/Lean projects
• Promote Process Compliance to divisions
• Process metrics required to contract level
• Published metrics then drive behaviour in the
  right way

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SSC Role

• Role as a Division
• Raise opportunities
• Reflect effect on the SSC of changes
• SSC Quality Team
• Small team allocated to processes
• Six sigma/ lean training
• Propose and evaluate opportunities in SSC
• Resource for one off quality projects
• Experienced consultancy