Systems Thinking
The Northern Housing Consortium's systems thinking approach, which uses the Vanguard method, provides a quick, highly effective and affordable solution to help you re-assess your services with the focus on customer outcomes.
Do you want to reduce the time it takes to complete repairs?
Are you looking to improve the void property turnaround time?
Do you want to increase the effectiveness of your income management?
Do you want to improve efficiency within your contact centre?
We can help you to analyse your systems in a different way, challenge your thinking, lower costs and transfer knowledge to your staff to improve services.
A key feature of our approach is that we work with a team of internal staff involved in delivering services. With facilitation from us your staff will determine the purpose of the service from a customer's perspective, analyse the type and frequency of customer requests, identify waste and duplication within the process, and then work with the team to design the service that will deliver your customer needs. This will challenge the way that you think, and empower your staff to engage in what matters for your customer and work more effectively.
Recognised by the Audit Commission as a tool for continuous improvement, organisations who have used this approach report significant improvements and results:
. End-to-end repair times reduced from 31 days to an average of 5 days
. Number of empty void properties fell from 240 to only 118
. Customer satisfaction on repairs - 75% of tenants rate 10/10 and 95% rate
8/10 or above
. Void turnaround time reduced by 50%
"A real strength of systems thinking is the involvement of people who do the front line work. Managers think they can devise new ways of resolving problems, however this approach emphasises working with the people who can tell you what really isn't working and how it can be changed so that the changes are robust and with a customer perspective".
Greg Robinson, Director of Building Services, Incommunities
Additional benefits this technique will bring are:
. Refocusing of your systems on what the customer really wants
. Removing duplication and wasted effort
. Motivation and empowerment of your teams to look at service delivery from the customer's perspective
. Building staff confidence, knowledge and capability
Jonathan Howarth, Contact Centre Manager, Pennine Housing 2000
"Systems thinking continues to live within the organisation. Our tenants and board members use established measures to monitor our performance against customer expectations".
Stewart Tagg, Head of Housing Services, Tees Valley Housing Group
To find out more please contact a member of the Performance Improvement Team on: 0191 5661000 or email performance@northern-consortium.org.uk
Systems Thinking
Improving Performance -
systems,