new ways of working for higher education: service, process, mindset, suzie campbell, meeta thareja,...
DESCRIPTION
New ways of working for Higher Education: Service, Process, Mindset, Suzie Campbell & Meeta Thareja, Co-founders, MetaValueTRANSCRIPT
©MetaValue Ltd 2014 No part of this document may be circulated, quoted or reproduced without prior approval of MetaValue Ltd. 1
New ways of working for HENew Perspectives on Shared ServicesUniversities UK – Efficiency Exchange14 May 2014
Meeta Thareja & Suzie Campbell
Co-founders, MetaValue
©MetaValue Ltd 2014 No part of this document may be circulated, quoted or reproduced without prior approval of MetaValue Ltd. 2
Common Pitfalls
Confusing the ‘How’ and the ‘What’
Identified benefits not delivered – only 4 in 10 meet efficiency targets in 1st year*
Cost savings atrophy – by 4th year 90% of costs are back at original levels*
Negative service/customer impact
Demoralised staff
Solution not future-proof * McKinsey: Why don’t back-office efficiency drives stick? (2010)
©MetaValue Ltd 2014 No part of this document may be circulated, quoted or reproduced without prior approval of MetaValue Ltd. 3
New ways for driving success
SERVICE
PRODUCTION / PROCESS
MINDSET
©MetaValue Ltd 2014 No part of this document may be circulated, quoted or reproduced without prior approval of MetaValue Ltd. 4
5 Levers of value
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
1 2 3 4 5 6 7 8 9 10
5. White Space – spare capacity for growth
4. Arbitrage – high for low input cost
3. Aggregation – standardisation
2. Process Improvement
1. Service Simplification – fit for purpose and “affordable”
Year
% V
alu
e fr
om
day
on
e co
st b
ase
©MetaValue Ltd 2014 No part of this document may be circulated, quoted or reproduced without prior approval of MetaValue Ltd. 5
Driving continuous improvement
©MetaValue Ltd 2014 No part of this document may be circulated, quoted or reproduced without prior approval of MetaValue Ltd. 6
Service Baseline
See the organisation from the eyes of your customer
Growth as a driver for change
Focused insights
Who are your customers?
What services do you provide to them?
At what quality? (Perception & empirical)
©MetaValue Ltd 2014 No part of this document may be circulated, quoted or reproduced without prior approval of MetaValue Ltd. 7
Production Baseline
True cost of service delivery
Tells you where’s the muscle and where’s the fat
Moving to the right operating model
What are your resources?
How are they organised?
What’s the cost?
©MetaValue Ltd 2014 No part of this document may be circulated, quoted or reproduced without prior approval of MetaValue Ltd. 8
Process
40,000 foot view
Engages frontline employees
Identifies ‘Quick Wins’
What are your key processes?
What are the integration points?
Where are the ‘Hot Spots’?
©MetaValue Ltd 2014 No part of this document may be circulated, quoted or reproduced without prior approval of MetaValue Ltd. 9
Service Definition
ESTATES Residential Services
Pastoral Care
Catering Security Maintenance
Students
Staff
Schools
Regulators
Local community
Business customers
“Do we have a common
understanding of who our customer is? ”
“What is the quality of service and how are we
measuring?”
“Is it the level of service the customer
wants/needs?”
“Who owns each customer type and
service class?”
“How can we standardise and
simplify?”
“What are the opportunities for
growth?”
©MetaValue Ltd 2014 No part of this document may be circulated, quoted or reproduced without prior approval of MetaValue Ltd. 10
Production Definition
SUPPORT SERVICES £k
IT Facilities HR Admissions Schools
Staff (FTE) 55 50 20 50 200
Staff 2,200 2,000 800 2,000 8,000
Temp Staff 800 3,000 50 500 100
Environment 1,000 8,000 50 500 n/a
Technology 1,500 100 10 50 n/a
Third Party Suppliers
1,500 2,000 100 1,000 n/a
“Do we have the right level of resources to deliver the service?” “Where are our
hidden costs and capacity?”
“Where are the arbitrage opportunities?”
“Who is looking after each resource class and
cost type?”
“How do we aggregate for more efficient
production ?”
“What are our unit costs?”
©MetaValue Ltd 2014 No part of this document may be circulated, quoted or reproduced without prior approval of MetaValue Ltd. 11
Process Map
“How do Service and Production speak to
each other?”
“Where are the non-value add and re-work
activities?”
“Where are processes not/badly integrated?”
“What are the agreed hotspots for
improvement?”
©MetaValue Ltd 2014 No part of this document may be circulated, quoted or reproduced without prior approval of MetaValue Ltd. 12
Driving success
Lead with service and customers
Separate service and production – healthy tension!
Vision for growth – ‘White Space’
Tap into existing knowledge
Measure where you are, where you want to go and how you’re doing
©MetaValue Ltd 2014 No part of this document may be circulated, quoted or reproduced without prior approval of MetaValue Ltd. 13
For more information,
please visit www.metavalue.co.uk
@metavalue
Meeta [email protected]
Suzie [email protected]