Enlighten’s transformation program follows a standard 24-week structure in which proven management methodologies are combined with cutting edge software. The project team provides training, coaching and support to all levels of your organization to ensure that the behavioral change, metrics and management disciplines are deeply embedded within the business. Our unique and established approach leads to breakthrough improvements, as detailed on the timeline below.
WEEKS 1 - 4: TECHNICAL SETUP
Initial setup of Enlighten Software
These first 4 weeks are focused on the initial setup of the Enlighten software. Enlighten’s technical team works to create data feeds from primary workflow and telephony systems, create draft activity list using current reporting data, and begin initial observations with direction provided from client system owners.
WEEKS 5 - 12: BUILDING BLOCKS
Observation and data collection
The following 8 weeks are crucial to ensure the foundation of Enlighten is accurate through data collection. Both Managers and the Enlighten team will conduct observations to understand value added vs. non-value added work being completed by the teams, identify waste occurring in the business, and begin using the Enlighten software. There are fundamental training sessions being delivered throughout.
INSIGHTS
The Inherent Flaw of Using Averages
Most organizations set performance standards based on the highly flawed approach of using historical averages. Learn about four traps executives fall into by using this approach.
WEEKS 12 - 13: ACTIVATE METRICS
Begin using Enlighten Software to understand metrics
Once the initial build is complete, the business starts utilizing the reporting within the system. Training is now well underway and performance metrics are readily available. Managers begin putting the newly learned disciplines into action and team members start using the software on a daily basis.
Provide regular communication and feedback
The daily performance review drives results and helps develop a strong culture of open communication, feedback and engagement across the business. It sets the appropriate ‘game-plan’ for the day ahead and conveys a clear and positive message on the previous day’s performance results.
Identify & remove non-value added activities
Understanding the causes of errors, non-value added activities and waste is essential for any business striving for continuous improvement. Without this understanding, errors and waste will continue to occur rather than be resolved. Enlighten enables team members to record waste based on three categories: Process, Incident and Error.
INSIGHTS
Why Managers Don’t Manage
Explore why front-line managers are often spending very little time on management activities.
WEEKS 13 - 14: PLANNING
Introduce Weekly Planning
Planning is an essential part of a manager’s toolkit because it fosters proactive thinking. Team managers start managing their workload, rather than letting their workloads manage them. Introducing managers to a structured weekly planning process helps them organize their day and facilitates target setting – the first step towards achieving improved performance.
On-the-Job Coaching
Customized coaching and mentoring for all managers ensures the lessons from the formal classroom sessions are further embedded in the business.
WEEKS 15 - 18: REINVEST LATENT CAPACITY
Use capacity to improve quality and reduce errors
At this point in the schedule, the business will have experienced great change. Increases in performance metrics, hands-on management practices as well as the identification of waste will be occurring on a daily basis.
Once identified, the waste can start to be addressed – i.e. reduced or removed from the business, thereby creating capacity which can be ‘reinvested’ back into the business. Managers may choose to reinvest the additional time on quality checks to identify training gaps – which in turn will reduce errors – or spend time on strategic tasks to help grow your business.
Energize Engagement
Participate more effectively in daily team huddles and management meetings with timely, actionable information and common metrics.
WEEKS 18 - 20: DEVELOP PROACTIVE BEHAVIORS
Introduce long term planning and forecasting
Managers build long-term plans, encouraging them to think further ahead about topics such as leave planning, backlogs, training and recruitment in a structured and consistent manner. The forecasting methodology is also introduced, prompting even more proactive behaviors.
Fuel Problem-Solving
Gain visibility into bottlenecks, productivity issues and the cumulative impact of waste to prioritize and solve problems.
WEEKS 20 - 24: COMPLETION
Benchmark performance to project targets
Key Performance Indicators are set to ensure that a balanced view of performance is presented and that appropriate targets are in place. The Enlighten Post Program Support team will also work with your business to ensure sustainability and continuous improvement is ongoing far beyond project completion.
Proactively Manage
Create daily and weekly plans, coach team members and deliver quality with consistent management disciplines.