Building Commitment-Based, Cross-Departmental Collaborations

Case Study In KPI Governance

SUMMARY

Since 2020, Our team at TOPP Tactical Intelligence Ltd of London has been dedicated in supporting Ohio-based behavioural health agency Alvis 180 in bringing a continuous improvement culture to its organization via an enhanced business process management program.

In addition to cataloguing processes, capturing process waste and performing quality assurance checks across the company's business processes, in 2021 the Continuous Quality Improvement team built and launched a portfolio of automated reporting consisting of metrics that were built on the root causes identified in previous waste management and operational issue identification workshops.

The original portfolio of performance metrics included multiple business areas and focused?on 'commitment tracking'?embedding in the Alvis culture that each interdepartmental relationship should be treated as a commitment that merits its own performance tracking mechanism.

In doing so, a short but effective set of KPIs were agreed primarily in areas of productivity and quality.

Core objectives

1. Identify commitment:?(engage) Define each inter-departmental hand-off (aka touchpoint)
2. Assign target metrics:? (architect) Agree improvements in productivity & quality
3. Create daily discipline:?(launch) Activate PRESTO KPI management software to track & support daily performance
4. Report to management:?(sustain) Agree a Senior Management reporting review cadence to ensure proactive action-taking in situations of underperformance

The Launch

A 4-step approach to engage, architect, launch and sustain a management reporting discipline was agreed and implemented ensuring that each stakeholder was leveraged in the appropriate moment. The test pilot included 6 team leaders, two PRESTO trainers and the company COO.

Results to date

42 teams mapped

among the in-scope business which included the core 3 key divisions

50 processes captured

from the Behavioural Health business line focusing on productivity & quality

21 KPIs created

capturing daily commitment activity and reporting monthly to 10 middle & senior level managers focusing on improvement opportunities

25 monthly hours saved!

An estimated 25+ hours per month of administrative activities were eliminated from PRESTO's easy-to-use capture & reporting automation

4 PRESTO users trained

Using the quality team as a central point, 4 primary platform users became the KPI tracking and reporting experts responsible to meet monthly with the Alvis CEO and COO

2.5 hours dedicated

Initial training on the PRESTO KPI Manager platform included a weekly 30-minute session with the 4 key users. In total, 2.5 hours is all that was needed to see the team completely independent

READ MORE ABOUT THE ALVIS KPI CASE STUDY HERE

WOULD YOU LIKE TO DO A 12-WEEK TEST PILOT SIMILAR TO ALVIS? DOWNLOAD THIS BROCHURE TO LEARN HOW