Transcript Slide 1

Consistency through best practice
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About Interserve
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Interserve is one of the world’s foremost
support services and construction
companies, operating in the public and
private sectors in the UK and
internationally.
We offer advice, design, construction,
equipment and facilities management
services for society's infrastructure.
Interserve is based in the UK and is in the
FTSE 250 index.
It has revenue of £1.9 billion and a
workforce of nearly 50,000 people
worldwide.
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About Support Services
Interserve
Construction
Support
Services
Civil
Government
Commercial
Equipment
Services
PFI
Investments
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£1 billion support services business
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25,000 staff
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Operating in the UK, Europe and Middle
East
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Offers a broad range of support services
for public- and private-sector clients, both
as fully-managed facilities management
solutions and as individual services
Defence
Industrial
Justice
Interserve Support Services enables commercial and public-sector organisations to excel, by planning,
managing and delivering the services which support their operations.
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Why did we create PRISM?
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With the rapid growth of the business over
recent years, at the beginning of 2010
Interserve recognised the need to
consolidate, standardise and improve its
core policies and processes for business
bid, mobilisation and managing and
operating its contracts.
“The deployment of PRISM is a significant achievement for Interserve. The availability of all our core processes online and in one place ensures consistent adherence to our standard way operating and drives home the quality
message both internally and also to our customers”
Guy Bruce, Interserve Managing Director - Industrial
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We started with some
basic questions:•
Do we actually understand our core processes?
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If we do – based on what data?
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How well are our processes working?
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Based on what data? How do we measure?
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Theoretically, how well should they be working?
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Which are the key processes that will fundamentally
change our competitive position?
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Which key processes create competitive advantage?
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Are you managing processes or functions?
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How do you know which process steps/activities add
value to your customers?
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Which are non-value-adding steps?
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How many processes in your Business Unit can be
improved?
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Effective Procedure
Manuals must :
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Promote standardisation, consistency and best
practice.
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They provide clear guidelines for staff to follow.
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Drives efficiency and productivity improvement.
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Ensure quality standards are maintained.
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Reduces the chance of defects/errors being made.
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Details business strategy, intent and standards
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Satisfy legislative requirements – ISO, BSI etc.
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Training and induction reference guide.
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Objectives
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Successfully target the key audience groups.
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Be easy to read and helpful for the job at hand.
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Be consistent in style, design & information.
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Provide process detail at the requisite level of
granularity.
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Be user friendly and easy to navigate.
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Be consistently and immediately up to date.
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Provoke curiosity/interest.
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Engage the audience.
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So why do traditional Process
Manuals fail to deliver or engage
people?
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“Dead” information – paper based, not interactive.
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Not maintained on a regular basis.
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Out of date quickly.
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Bulky, multi layered, not user friendly.
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Inconsistent design, content and appearance.
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Not universally available to all employees.
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Can appear intimidating to access and use.
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Can be viewed as negative and restrictive.
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Do not generally engage the target audience.
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To meet the challenge we had to re-design
the procedure manual rule book
Design an alternative to a paper based manual.
Engage the target audience and encourage usage.
Be bespoke and a unique product to Interserve
Brand new, up to date procedure content.
Written and designed by people who do the job.
All our core procedures accessible from one point.
Procedures updated instantly and reliably.
Easily accessible by staff and user friendly.
Interactive in design & intuitive to use.
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The Project developed through 5 distinct stages to its
current position
20 Core Processes - The ISS Way - PRISM – T.O.M. timeline
2010
Jan – Mar
Apr - Jun
2011
Jul - Sept
Oct - Dec
Jan - Mar
Apr - Jun
2012
Jul - Sept
Oct - Dec
Jan – Mar
20 Core Processes project
Initiation
The ISS Way – Phase 1
Bu Workshops •Scoping exercise
•Define generic processes
•Generate 20 Core Policies
•Get BU SME input & sign off
•Complete by Jan 2011
20 Core Policies on IRIS
The ISS Way – Phase 2
•Feb – May 2011
•Create 100 Core Processes
•Approved by BU MD’s
•On Line Process Library
BU MD Sign off
PRISM
•Rebrand as
Prism
•Best Practices
•Rebrand Core
Policies
PRISM
Launched on IRIS
Target Operating
Model
BU Service Matter Experts design and build phase
BU Review & Sign off
PRISM design and re-brand
PRISM launch on IRIS
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So what is PRISM?
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An on line standard operating procedure library.
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A branded, unique Interserve application.
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Resident on Iris through a dedicated portal.
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Provides instant access to 100+ core procedures.
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Intuitive to use and easy to navigate.
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Multi layered providing access to standard procedures
and associated documents & forms.
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Single point of access to best practice procedures.
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A common visual platform for Support Services
procedure content
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PRISM process manual provides an easy to access
standard visual platform for Support Services
business processes & policies
Core Process Library now accessible through an online portal
called PRISM, to provide fast and ‘easy to access’ guide.
Launched Monday 17th Oct 2011.
Located under Support Services/Company Information on
IRIS.
Single point of access to best practice processes.
Features links to related areas/sites on IRIS.
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Common visual platform for Support Services business processes.
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HTML based process maps allow viewing of the content without any
bespoke software requirements.
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Provides fast access to processes and their associated documents –
forms, procedures, work instructions etc.
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QSHE now responsible for updates and amendments.
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Compliance to Processes to become an integral part of the QSHE
audit process.
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What does it feature?
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A standard, consistent,
branded design and look
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HTML based process maps to allow
viewing by everyone – no need for
specialised software.
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Navigator - features 200+ links to
related Iris sites/pages
One Process Map for
each core procedure
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Each procedure defines
best practice
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Simple to read – easy to
follow
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Content compiled by BU
subject matter experts –
and signed off by BU
MD’s.
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Instant procedure content updates –
even whilst you are viewing the
maps
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No more than 3 “clicks” away from
any procedure
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Search facility for fast retrieval of
procedures & activities
Procedure content cannot be
edited, changed or modified by
unauthorised users
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PRISM is not designed to stand
still
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Additional core processes being added through 2012.
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Additional links to “in demand” sites e.g. PADP.
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Further national press coverage of PRISM in H2 2012.
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QSHE rolling out best practice procedure compliance
audits to all BU’s commencing H2 2012.
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Improved search and reporting facility due in Q3 2012.
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Fleet Management core processes being integrated in
Q2 2012.
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Business Unit sub libraries integrated in H2 2012.
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Potential roll out into Group – we are currently
discussing with Group Insurance.
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Collaboration with key customers e.g. Boots for
Change Management Procedures.
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PRISM Core Procedure Library Demonstration