lean management system from xpertivity

1

Product

Overview

ServiceForce combines a

unique Lean Management System from

Xpertivity with a powerful Case

Management and Workflow Solution from

BancTec. Together these provide a pioneering

Resource Integration Platform for service sector

organisations, their partners and their customers. Organisations

using ServiceForce deliver exceptional levels of value to

customers in the most effective and efficient manner.

Lean Management System

Lean is an advanced management system that embodies proven

principles, tools and methodologies for effectively and

efficiently managing, improving and sustaining high

performance in teams and organisations.

These same principles, tools and methodologies are embedded

in ServiceForce and users typically see an improvement in

performance in excess of 25% within the first 5 months with

even greater improvements thereafter.

Resource Integration Platform

Resource integration is an advanced service management

concept that addresses the unique challenges of service

organisations. It does this by integrating the actions of

customers, the service organisation and its supply chain

partners in co-creating the maximum possible value for

customers in the most effective and efficient manner.

ServiceForce empowers people in organisations to design,

deliver and improve optimised end to end solutions for

customers .

By combining these two technologies, ServiceForce provides

service organisations with an integrated, high performance

management system that maximises the value created and

delivered to customers and to the organisation.

By doing this in the most effective and efficient manner, it

consumes the least resources thereby allowing service providers

to maximise their profitability and/or reduce the cost to the

customer.

Se

rvic

eFo

rc

e

Em

pow

ering S

ervice E

nte

rprise E

xc

ellen

ce

25% Improvement

in less than 5

Months

2

Xpertivity Limited

53 Park West Road

Park West, Dublin 12, Ireland

Phone: +353 1 906 5342

Email: [email protected]

Web: www.xpertivity.com

the performance of their team, the

processes they work in and their

organisation while maximising the value

delivered to customers.

Empowering High

Performance

ServiceForce embodies the principles

and behaviours that are encouraged

and cultivated in high performance

teams and organisations. It empowers

all team members with the information

and insights to make the best possible

decisions for customers and for the

organisation.

It does this without the need for high

levels of direction or supervision and in

(Continued on page 3)

Lean Management

Values and Behaviours

At its core, Lean Management is a set of values and behaviours

supported by tools and techniques for creating and sustaining

high performance in an organisation. These values and

behaviours have been summarised as:

Have a long term philosophy

The right process will produce the right results

Add value to the organisation by developing your people and partners

Drive organisational learning by seeking, finding and fixing root cause problems.

Tools and Techniques

The tools and techniques of Lean Management are deceptively

easy to understand but difficult to embed in the day to day

management of an organisation. The tools and techniques are

built around the Plan, Do, Check, Act problem solving structure

and it focuses people on: 1) understanding the current situation

being investigated, 2) having a clear plan for what the

improvement should look like, 3) experimenting with solutions

that are expected to work, 4) learning from the experiments and

making improvements and 5) embedding the successful changes

across the organisation by way of standardising work.

The Work Team

The basic building block of performance in any organisation is the

work team and the effectiveness and efficiency of how teams

work and interact with each other will ultimately determine the

overall effectiveness and efficiency of the organisation.

ServiceForce is designed around work teams and helps them

manage effectively and efficiently while continuously improving

Lean is an advanced management system that

embodies proven principles, tools and

methodologies for effectively and efficiently

managing, improving and sustaining high

performance in teams and organisations.

ServiceForce : Lean Management System

3

Xpertivity Limited

53 Park West Road


Phone: +353 1 906 5342



using continuous improvement

methods, to reduce these fractures so

as to dramatically improve the

effectiveness and efficiency of the team

and the organisation.

ServiceForce's skills matrix captures the

impact the skills mix has on the teams

performance and facilitates cross

training and upskilling to dramatically

reduce or eliminate these problems.

Work Allocation and

Workload Balancing

Balancing the teams workload across

individual team members so as to

maximise the effectiveness and


doing so it frees the team leader and managers to focus on

improving the performance of the organisations processes using

informed input from the team members.

Learning by Doing

ServiceForce help teams to better understand the dynamics of

their working environment, why events happen and how to

proactively manage events in the future. ServiceForce encourages

the distribution of work planning, work management and

continuous improvement amongst the team members, thereby

increasing the level of engagement of the broader workforce.

Demand and Capacity Management

At its simplest, teams need to optimise the utilisation of their

resources to meet the demand created by customers while

maintaining agreed levels of service and performance.

ServiceForce provides teams and the organisation with the

information and tools required to accurately plan and manage

their workload on a daily, weekly, monthly, quarterly or annual

basis and to plan and manage their available capacity so as to

meet and maintain their agreed service levels.

Skill Levels

The complex nature of service and knowledge work tasks

combined with the traditional “apprenticeship” approach to task

training often gives rise to a complex mix of skills across teams

and team members.

Consequently, processes and tasks are often split into ever

smaller chunks to facilitate these skill gaps without recognising

the inherent inefficiency such actions create and the downstream

consequences for poor service.

ServiceForce empowers teams with the information and insights

they need to manage such fractured processes and tasks and,

(Continued from page 2)

ServiceForce help teams to better understand

the dynamics of their working environment, why

events happen and how to proactively manage

events in the future. ServiceForce encourages the

distribution of work planning, work

management and continuous improvement

amongst the team members, thereby increasing

the level of engagement of the broader

workforce.


4

Xpertivity Limited

53 Park West Road


Phone: +353 1 906 5342



When creating a task, ServiceForce

encourages teams to pick tasks from the

global task library where standard times

standard work documents and work

descriptions for the task are stored.

When creating a new task , ServiceForce

provides the functionality to attach the

relevant operating procedure and

standard work documents to the task

and these should be the basis for how

the task time was derived.

Any improvements to the task can be

tracked through this system to prevent

ad-hoc changes to tasks and task times.


efficiency of the team is a key measure of how well teams are

performing.

Keeping people on the same task for extended periods may

increase efficiency in the short term but it dramatically reduces

the teams flexibility to manage peaks and troughs as they happen

and it increases the risks that arise from boredom and other side

effects. Continuously moving people around from task to task

however erodes their ability to develop a high level of skill in the

task.

ServiceForce empowers the team to manage the allocation of

work amongst each other in a fair and transparent manner that

overcomes these challenges. It also provides the teams with the

information they need to allocate work across teams thereby

extending their flexibility and enabling teams to seamlessly help

each other when peaks and troughs coincide across teams.

Continuous Improvement

Eliminating Waste

ServiceForce helps the team track and manage tasks from a

continuous improvement perspective by allowing the team to

“tag” tasks with labels for tracking. Tasks can be tagged with any

label such as “NVA” for non value-added tasks, “rework”,

“checking” and so on.

By tagging tasks with such labels, reports can be run to track how

many such tasks exist and how much resources they consume. In

this way a team or organisation can quickly estimate the cost of

poor quality, the amount of a particular type of waste that exists

or any tracking criteria they chose.

Standard Work

ServiceForce empowers teams to identify a “one best way” and to

establish standard work practices for any or all tasks.


ServiceForce helps the team track and manage

tasks from a continuous improvement

perspective by allowing the team to “tag” tasks

with labels for tracking. Tasks can be tagged with

any label such as “NVA” for non value-added

tasks, “rework”, “checking” and so on.


5

Xpertivity Limited

53 Park West Road


Phone: +353 1 906 5342



ServiceForce's powerful dashboard

creation and display functionality

provides all the visual management

information required to manage and

improve the organisations operational

performance.

Process

Management

ServiceForce provides the functionality

to “tag” tasks as to the process they

belong to, their position in the process

and to report on the associated

performance data.

By capturing this information and

making it available to the organisation


SIPOC

A teams SIPOC (Supplier, Input, Process, Output, Customer)

diagram is a simple but important tool for helping team members

understand 1) the role that the team plays in the organisations

core value delivery processes, 2) the impact that other teams

have on their effectiveness and efficiency and 3) how they can

better serve their down-stream customers whether they be

internal teams, external partners or the end customer.

By knowing the key “Suppliers” of work they can better

understand the drivers that influence the demand profile of their

workload.

By examining the quantity, quality, timeliness and variety of

“Inputs” from the suppliers, the team may be able to work with

the suppliers to address any issues that their inputs are causing.

Through continuous improvement the team can optimise the

steps in the Process that they perform and by monitoring the

quality, quantity and value of their Outputs they can help their

downstream Customers work more effectively and efficiently.

Improvement KATA

The term KATA refers to the set of behaviours or practice routines

that help build the habits that underpin high performance work

methods and management practices in a high performance

organisation.

ServiceForce provides the standard tools and templates used to

support the improvement KATA methodology.

Visual Management

Visual management is a key tool that involves the placement in

plain view of all indicators of operational system performance so

the status of the system can be understood at a glance by

everyone involved.


Visual management is a key tool that involves the

placement in plain view of all indicators of

operational system performance so the status of

the system can be understood at a glance by

everyone involved.


6

Xpertivity Limited

53 Park West Road


Phone: +353 1 906 5342



Data Capture and

Integration

ServiceForce offers a variety of methods

for capturing the data required to

effectively and efficiently manage and

improve performance. Initially, teams

can manually enter the data and hence

eliminate any systems integration

issues . When spred across the etam

this usually only takes 10 minutes each

morning. Later the team can import the

data or we can integrate ServiceForce

with other systems.

When using the full functionality of

ServiceForce's Resource Integration

Platform the data is automatically

captured by the Lean Management

Module.

ServiceForce facilitates the proactive management of end to end

processes by those executing the process tasks.

This makes the establishment of process management and

process ownership easier to set up and maintain.

Strategy

Strategy Deployment

ServiceForce helps organisations deploy their strategy and key

organisational objectives down to the team and individual level.

In doing so, organisations can ensure that every team and person

in the organisation is working to align their day to day activities

with the priorities of the organisation.

Mind-sets and Behaviours

ServiceForce facilities the establishment of a teams own vison

and strategic plan while ensuring it is aligned with the

organisations strategy and key objectives.

The key behaviours expected of the team are captured and a

development plan is put in place for each team member where

gaps have been identified.

Costing

Time Driven Activity Based Costing

This is a method by which organisations determine the cost of

the capacity of a resource pool such as a team. Tasks performed

by the teams can be tracked and costed based on the teams cost

per minute of capacity and the number of minutes consumed by

the task. By tracking tasks associated with individual services or

processes an organisation can track their costs more accurately.

Furthermore, by tagging tasks for criteria such as value add,

waste or project work, the full cost of poor quality and/or various

projects can be tracked.


ServiceForce helps organisations deploy their

strategy and key organisational objectives down

to the team and individual level. In doing so,

organisations can ensure that every team and

person in the organisation is working to align

their day to day activities with the priorities of

the organisation.


7

Xpertivity Limited

53 Park West Road


Phone: +353 1 906 5342



Allows you to engage earlier on in

the process with your internal and

external customers, and to

maintain a closer dialogue.

Provides a platform for more

advanced discovery of customer

issues.

Additional complexity can be added

to the solution at any time.

ServiceForce and CaseVision can be

delivered as an on-site solution or

as a SaaS service.

Case Management and Process

Workflow

CaseVision allows organisations to streamline the progress of

client cases, or tasks, from origination all the way through to final

response.

It easily handles often complex and high volumes of information,

and the associated customer tasks, arriving from, and delivered

to, diverse sources such as mailrooms, external websites, social

media sites and email channels.

By adopting the CaseVision platform, organisations can manage

hundreds or even thousands of individual cases every day with

limited resources, whilst ensuring the highest levels of service.

CaseVision manages all of the relevant information assets

required to complete a task, or set of tasks, within a single case

folder.

Its integrated business process management capabilities

progresses each case through a controlled and traceable process

that can dynamically change according to the information

received externally, or to suit the requirements of internal case

workers.

This ability to manage unstructured and collaborative processes

increases the capacity for co-workers to co-operate across

departments on any given task and to respond to customers using

their preferred communication channel, whether by post, email,

website, social site or mobile.

Benefits at a Glance

Manages interactions via social media, email and document

channels and automatically escalates all appropriate requests

into individual cases for CaseVision to handle and resolve.

CaseVision can be easily adapted to an organisation’s process

requirements leading to faster, cheaper and more flexible

market-ready solutions.

CaseVision allows organisations to streamline the

progress of client cases, or tasks, from origination

all the way through to final response. It easily

handles often complex and high volumes of

information, and the associated customer tasks,

arriving from, and delivered to, diverse sources

such as mailrooms, external websites, social

media sites and email channels.

CaseVision : Case Management & Process Workflow

8

Product Information Sheet

Empowering Service Enterprise Excellence

Summary

ServiceForce from Xpertivity and

CaseVision from BancTec have been

seamlessly combined into the

industry's first Resource Integration

Platform for the service sector.

By combining the power of

ServiceForce's Lean Management

System with CaseVison’s case

management and process workflow

solution, service organisations now

have a single end to end platform for

managing the collaboration of all

resources required to deliver

exceptional value to customers and

in the most effective and efficient

manner.

Organisations can start on this

journey in a modular and structured

manner working through the

organisation on team by team and

process by process basis.

Please contact us using the details

below or visit our website for

further information .

Se

rvic

eFo

rc

e

Em

pow

ering S

ervice E

nterprise E

xc

ellence

Xpertivity Limited

53 Park West Road, Park West, Dublin 12, Ireland Phone: +353 1 906 5342 Email: [email protected] Web: www.xpertivity.com

lean management system from xpertivity

Leadership & Management