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Case Study:
John Laing

Understanding true customer value

Results

“The Voice of the Customer session highlighted improvements to really delight us as a stakeholder and also Greater Manchester Police. One of the main changes was ways to improve the speed in which invoices were actioned and paid. The 2 workshops mapped both the current and future states of the process. The target is to halve the time which is very achievable. This will not only lead to a positive cashflow but also a happy client”

Ashley Gierth
General Manager SSM – John Laing

Benefits of the program 

  • Greater employee engagement due to the involvement  at weekly reviews
  • Finding and implementing 100 year fixes improving services and costs for both clients and  JLIS
  • Greater ownership that is already providing better service to the client

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Practices
  • Mapped current state and developed future state of the invoicing process
  • Standard routines
    Daily use of catalogue, change of structure, new process, all employee engagement
  • Performance measures
    New measure and targets, meaningful at the right level, transparency
Methods
  • Generated momentum in the business by awareness sessions at company conferences
  • Coached internal CI manager to be able to self deliver
  • Workshops to GMPA team explaining  measures + reviews + CI
Style
  • “Suiko’s easy to work with approach was relaxed, non confrontational for the client and honest.  There was no fear of retribution or hidden agenda”Shona Dunsmore
    CI Manager – John Laing 
Why

The
business case
What

The tools
and behaviours
How

The
implementation

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