GVA’s PMA (Property Management Accounts) and Investors in Excellence have been working together to achieve enhanced results in specific areas across the growing business.
The expansion of the PMA division was followed by an 18-month change programme which took a ‘back to basics’ approach to its scrutiny of people and processes. Sharon Walton, Director and Chief Operating Officer PMC knew that our no-nonsense approach to process improvement would help to engage and enable team members at all levels with relevant training so that the right people were equipped to deliver the right processes.
We helped PMA to understand their core and support processes by capturing those processes visually, identifying the links, inter-dependencies, scope and boundaries of the processes and making the roles and responsibilities for process management clear.
Sharon and her team set up a Performance Improvement Group (PIG), a cross-functional pool of staff drawn from every level of the wider team, who acted as the ‘sponsors’ for continuous improvement. Supported by Investors in Excellence, the PIG ensured that everyone became an owner of a process with each individual team producing a SIPOC (Suppliers, Inputs, Process, Outputs, Customers) for each of their processes; each SIPOC being reviewed and approved by the Leadership Group.
The Results
The work that the PMA team undertook has in particular had immense benefit in focusing teams on their key objectives and identifying where they may be off course.
Measures show that improvements have been made to the delivery of services and the effectiveness of processes and a strong culture of improvement is being embedded, driven by the Directors.
“In setting up the PIG and asking each individual team to write a SIPOC, process mapping becomes the ‘everyday norm’, and this has created a culture where proactive processes are delivered by confident staff who are achieving and often exceeding KPI’s”.