sue shaw - director of homes & neighbourhoods andrew ... pdfs/presentations/sw conference...
TRANSCRIPT
Plymouth Community Homes
Review of the void process
Sue Shaw - Director of Homes & Neighbourhoods
Andrew Schofield - The Lean Partnership
Today’s presentation
• Background – Sue Shaw
• What is “Lean Thinking” – Andrew Schofield
• The Plymouth project – Andrew Schofield
• The outcomes – Sue Shaw
• Questions & discussion
It’s this way!
I think it’s quicker this way
I’m sure I’ve been here
before
No point hurrying –
everyone else will be ages
No idea what I’m delivering, I wonder
if it’s urgent?
The sooner I can get another job the
better….
Strange job…last week I delivered under-ripe fruit – this week, it’s fruit
that’s gone rotten….
Ooops..run out of fuel
again
“Where on earth is my delivery?”
“you told me that last week” “I don’t care that it’s gold-plated,
it hasn’t even arrived” “I won’t be using you again”
PCH - stats at project commencement: • 15,000 homes • 200 empty
• 20 new voids per week (up from 16) • 21 days repair / 20 days allocation ave
• Friction between departments • Pattern worsening, downward spiral • Significant changes did not “hold”
Had heard about Toyota and the Lean
methodology…
Thought I might be heading for this kind of Toyota….so
called in Lean Partners!
What is Lean thinking?
A synthesis of three improvement activities brought
together:
Quality - from analysing variation to managing using
PDCA
End-to-end - from creating value streams to managing
value systems
Learning - from learning by doing to everyone thinking
and doing
Lean Thinking
Win - win
Value for the Customer
in the Work
Quality
Cost
Time
More Services/ More Homes
Value for the Organisation
in the Results
Growth / Customer Satisfaction
Resources
Save Cash and resources
Investment
The true Win-Win-Win
The Seven Wastes
Overproduction
Defects
Waste (Non Value adding to product or service from the POV
of the Customer)
Unnecessary
Motion
Unnecessary
Inventory
Inappropriate
Processing
Movement
Waiting
Nominations
State of properties
Multiple visits
Waiting list
Multiple inspections
Spread sheets
Collecting material
Waiting for
tenants response
Maintaining
waiting list
Our approach • we identified a project team
• they defined their “lettings business”
• they defined customer value
• they scoped the review
• they mapped their existing process
• they identified their problems
• they designed a new process
• we supported them in the implementation of this
Their “lettings business”
To re-let empty properties to the agreed standard to the right people in a timely way at the lowest cost with
an efficient and motivated team
Customer value in the void process
? who’s the customer? the new tenant ? What do they value?
the sign up & keys ? How long does this take? an hour ? What does perfection look like?
back to back - no cost ? So what’s the rest? Yes -- Waste
What the team did:
• They scoped their process for a hypothetical case by: • Identifying each “trigger point” • documenting the activities • identifying the outputs
• They mapped their process: • at the point of activity • by talking to the process owner
• They identified their problems to identify: • the major wastes • the root causes
Our big picture map
Features of the original process • Lots of visits to the property
• Reactive
• Lots of steps
• Not customer focused
• Lots of checking, lack of trust
• Delays & duplication
• Lack of knowledge of stock
• Departmental priorities
• Lack of clear objectives
• Lack of the right information in the right place at the right time
Effects of the original process
• Wasted time
• Wasted money
• lost rent
• excess costs
• High workload
• Stress, pressure, frustration
• New tenant frustrated and not certain
Major changes
• Better use of the notice period
• More pro-active, more planning
• Real time measurement and problem solving
• Teams ( letting and repair ) co- located
• Holding outgoing tenants more accountable
The future – high level 0 1 2 3 4 1 2 3 4 5 6 7 8 9 10 11 12 13 14
Advert
Accept
Sign Up
Offer
Rent
Plan
Survey
Work
Advert
Offer
Accept
Sign Up
Work
Rent
Plan
Survey
The future process
Customer /
Property
Customer calls -
Notice Lettings
Appointment
Devon Home Choice
Advert
Update board
Measure Target Actual
Real time
measures
Building & Technical Services
Offer
PVI
PLANNING
SOW
Sign out / Keys/
Plan
Do work
Update board
Housing Officer New
Customer
Nomination
Complete
Appt
Sign & Keys
View
Food for Thought Some Statistics The billion £ business
Rent Loss £100million • 25,000 homes at £4000 per year
Repair costs £400 million • 200,000 at £2000
Staff Costs £75 million • 3000 at £25,000
Local Authority Cost £400 million • 25,000 bed and breakfast nights at £45
Tenants Waiting, uncertainty, discomfort
What would the future look like if everyone halved their voids?
What we’ve achieved – so far! Plymouth Community Homes • reduced from 200 voids to 70 voids • reduced rent loss by £520,000 a year • no reduction in quality of home-to-let Tenants • more certainty; more support and preparation for tenancy; more choice; a positive
start to relationship with PCH • 130 more households in permanent homes Team • Huge feeling of achievement and control, through listening, co-designing and co-
operation. Inclusion of tradespeople in the solutions • No longer the “non-deliverers” – pride and satisfaction from doing well • Release of inherent potential • 20% more efficient, and more to come…….. • Confidence to tackle problems, and sustain improvement • Significant lowering of sickness levels
“We’ve tried everything” “If only they would…” “It’ll never happen”
“I’d never met you before, actually, you’re easy to work with!”
“I had no idea how many people were in the chain above me”
“I had no idea how my decisions affected the tradespeople”
“Look, the figures have gone down a bit!”
“We have the skills in this team???”
“We have the skills in this
team”
Oh Yes ! – In case you’re asking – now: • 15,000 homes (same) • 70 empty (was 200)
• 21 new voids per week (up from 16) • 11 days repair (was 21) / 10 days
allocation (was 20) ave • Co-operation between departments • Pattern improving, upward spiral • Significant changes embedding Further improvement confidently
expected
~ Our job ~ Our colleagues
~ Our mission ~ Our ability to deliver
~ Making our customers happy
Questions & discussion
Information
Andrew Schofield – The Lean Partnership
Email: [email protected]
Telephone : (07977) 929570