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Striving for Continuous Improvement. Ben Johnson GM Ministerial Correspondence and Customer Relations RailCorp Email: ben.johnson@railcorp.nsw.gov.au. Overview. Introduction Situation Analysis Development Implementation Evaluation Continuous Improvement ( Cycle Two) Summary.

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striving for continuous improvement

Striving for Continuous Improvement

Ben JohnsonGM Ministerial Correspondence and Customer Relations

RailCorp

Email: ben.johnson@railcorp.nsw.gov.au

overview
Overview
  • Introduction
  • Situation Analysis
  • Development
  • Implementation
  • Evaluation
  • Continuous Improvement (Cycle Two)
  • Summary

(Cycle One)

SOCAP Australia – 2006 Symposium

1 introduction
1. Introduction

RailCorp

  • Established 1 January 2004
  • Key Responsibility: Safe operation, crewing and maintenance of passenger trains and stations
  • Two main products: CityRail and CountryLink

SOCAP Australia – 2006 Symposium

introduction
Introduction

Ministerial Correspondence and Customer Relations (MCCR)

Three areas of responsibility:

  • Customer Relations (131500)
    • Manages feedback received for RailCorp from customers and the wider community through the Transport Infoline
  • Ministerial and Customer Correspondence
    • Conduit between RailCorp, the Minister’s office, the Ministry of Transport and members of parliament
    • Written correspondence
  • Reporting
    • Tracks and monitors RailCorp’s responses
    • Reports trends for planning purposes

SOCAP Australia – 2006 Symposium

slide6

Service Delivery

-

+

Customer Experience

Feedback

SOCAP Australia – 2006 Symposium

definition
Definition

Dictionary

  • Continuous = united, without a break, uninterrupted, constant
  • Improvement = The act of improving; state of being improved

RailCorp

  • We will encourage and support each other to improve the quality and productivity of our work, our systems and our assets

MCCR

Do it better tomorrow

SOCAP Australia – 2006 Symposium

continuous improvement cycle
Continuous Improvement Cycle

SOCAP Australia – 2006 Symposium

cycle one
Cycle One
  • February 2005 to March 2006
  • Historical view of RailCorp:
    • Performance
    • Complaints data
    • Structural changes
  • MCCR Background

SOCAP Australia – 2006 Symposium

2 situation analysis
2. Situation Analysis
  • Why are we here?
  • What do we want to achieve?
  • How can we set measurable targets?
  • What are these targets?
  • What will be measured?
  • Can we do things better?
  • What are our roadblocks?
  • QUESTION EVERYTHING!

SOCAP Australia – 2006 Symposium

as 4269 1995
AS 4269-1995

Deloitte Touche Tohmatsu (“Deloitte”)

  • Assurance Assessment of the management of complaints and disclosure of confidential information;
  • Compliance findings and recommendations against existing RailCorp procedures for managing complaints; and
  • Benchmarking these procedures against better practice.

SOCAP Australia – 2006 Symposium

as 4269 summary sheet
AS 4269: Summary Sheet
  • Overall Audit Result = 4 out of 5
    • “The internal control framework is effective except for minor weaknesses.”
  • No significant recommendations
  • 7 out of 13 elements have no need to be improved:
    • Fairness, Assistance, Charges, Remedies, Data Collection, Systematic and Recurring Problems.

SOCAP Australia – 2006 Symposium

as 4269 findings
AS 4269: Findings
  • Details of recommendations
    • Improve timeliness of ministerial process and allocation of cases
    • Improve the drafting process
    • Improve knowledge of KPIs
    • Encourage a standardised referral process

SOCAP Australia – 2006 Symposium

as 4269 findings14
AS 4269: Findings

SOCAP Australia – 2006 Symposium

as 4269 findings15
AS 4269: Findings

SOCAP Australia – 2006 Symposium

3 development
3. Development
  • What did we need to do to deliver the recommendations?
  • What needed to change?
  • Develop new goals and targets
  • Develop strategies and enabling processes

SOCAP Australia – 2006 Symposium

railcorp kpi categories
Safety

Security

Service

Staff

Ticketing

Timetable

Claim

Cleanliness

Environment

Facilities

Information

On-time Running (OTR)

RailCorp KPI Categories

SOCAP Australia – 2006 Symposium

railcorp kpis
RailCorp KPIs

Telephone

– Finalise cases within 5 working days

Web Lodgement

– Finalise cases within 5 working days

Direct Correspondence

– Finalise cases within 15 working days

SOCAP Australia – 2006 Symposium

4 implementation
4. Implementation
  • Performance monitoring
    • PDAs and SLAs
  • Motivation
    • Office mottos
    • Regular team briefings
    • Open communication between managers and staff

SOCAP Australia – 2006 Symposium

mccr process maps
MCCR – Process Maps

Phone

Direct

Correspondence

Ministerial

Correspondence

Web

Lodgement

SOCAP Australia – 2006 Symposium

mccr instruction manual
MCCR Instruction Manual

SOCAP Australia – 2006 Symposium

5 evaluation
5. Evaluation
  • What did we learn?
  • What did we achieve?

SOCAP Australia – 2006 Symposium

cycle one achievements
Cycle One: Achievements
  • Continued to show a downward trend for processing ministerials.
  • Developed an Emergency Plan.
  • Aligned customer feedback procedures to AS4269.
  • Improved report quality.
  • No staff turnover.
  • Developed MCCR Instruction Manual.
  • External interest in our customer feedback systems.

SOCAP Australia – 2006 Symposium

statistics
Statistics
  • Total complaint issues reduced by 24.11%
  • OTR complaint issues reduced by 64.45%
  • 56.37% of complaint issues were made by phone in 2006 compared to 79.57% in 2005.

SOCAP Australia – 2006 Symposium

statistics25
Statistics

SOCAP Australia – 2006 Symposium

kpi improvement
KPI Improvement

SOCAP Australia – 2006 Symposium

cycle two
Cycle Two
  • April 2006 to June 2007

SOCAP Australia – 2006 Symposium

6 continuous improvement
6. Continuous Improvement
  • New goals:
    • ISO 10002 compliance
    • Target 300
  • External review

SOCAP Australia – 2006 Symposium

iso 10002
ISO 10002

Compliance and Complaints Advisory Services Pty Ltd

  • Improve timeliness of ministerial process
  • Continuous improvement in providing timely and effective information to customers at the point of service delivery
  • Improve root cause analysis of actionable systematic complaints
  • Improve feedback and accountability mechanisms for rectification actions taken

SOCAP Australia – 2006 Symposium

continuous improvement
Continuous Improvement
  • Customer Feedback Policy
  • Customer feedback surveys
  • Online information
  • Database program

enhancements

    • E.g. Self-reporting

SOCAP Australia – 2006 Symposium

continuous improvement31
Continuous Improvement
  • Learning and Development:
    • MCCR team;
    • Frontline employees; and
    • Transport Infoline.
  • Building relationships
  • Other projects

SOCAP Australia – 2006 Symposium

challenges
Challenges
  • Frontline staff knowledge of processes at point of service delivery
  • Internal information:
    • Timely?
    • Reliable?
  • Possible investigative role?

SOCAP Australia – 2006 Symposium

complaints
Complaints

Monthly complaints

OTR complaints

SOCAP Australia – 2006 Symposium

7 summary
7. Summary
  • Situation Analysis
    • Review current situation
  • Development
    • Establish shared goals and strategy
    • Develop enabling processes
    • Assign responsibilities and roles
  • Implementation
    • Monitor performance
    • Manage resources – budget, human, knowledge
    • Maintain motivation

SOCAP Australia – 2006 Symposium

summary
Summary
  • Evaluation
    • Reflection
    • Update knowledge
  • Continuous Improvement
    • Continually review goals and performance
    • Organisational targets

SOCAP Australia – 2006 Symposium

slide36
Email address: ben.johnson@railcorp.nsw.gov.au

SOCAP Australia – 2006 Symposium