Property Asset Management team is part of the Regeneration, Economic Development and Environment Directorate within the London Borough of Hounslow.
The team had recently introduced a new supplier for the contract management of London Borough of Hounslow’s property portfolio. This meant that better measurement of performance was required within Property Asset Management. It had also been identified that the team had no procedures, standards or means of measuring performance internally.
Hoople’s Lean expert was brought in to carry out an analysis of the current processes and systems with the aim of identifying opportunities for improvement.
An initial scoping exercise took place with sponsors and stakeholders to identify the extent of the review and to carry out a big picture mapping exercise.
Initial stakeholder engagement took place to understand the system from a customer/user perspective. All parties within the system were engaged at the defining phase of the review.
The team was asked to carry out a ‘demand logging’ exercise in order to understand what percentage of the processes was inefficient (waste). Over 75% was recognised as such.
‘Current state process mapping’ took place with the Property Asset Management team to understand the end to end flow including people’s responsibilities. More than 60 % of the process steps were identified as adding no value and therefore providing opportunities for improvement.
A number of typical wastes were identified, including lack of standards, delays in the system and duplication of effort.
Sixty three recommendations for improvement were identified from the process analysis. Also highlighted was a number of key metrics around the measurement of quality, cost and delivery.
The key benefits were based on the implementation of:
Standard operating procedures, indicating clear roles and responsibilities and metrics.
Transparency of performance by introducing visual management. This will also improve interdepartmental cooperation and communication.
Key performance indicators to measure internal performance and external contract management and ensure value for money. Measures balanced around equality, cost and delivery.
Systems interface to eliminate the need for manual intervention.
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