How the SMART service works
Our SMART Service enables you and your people to rapidly ‘see’, diagnose, repair and innovate the work processes and practices that ensure people
• Do the right work
• Do the work right
• Adopt changes faster
We provide expert, objective people, and hosted software systems to Capture, Communicate, Change and Control the way work gets done to improve performance.
In effect we create and maintain your ‘Intelligent Operations Performance Manual’ which becomes the single source of the truth about how the organisation works and how well work gets done.
Decisions to use new services are rarely easy. The benefits of a systematic and focused approach to changing and improving processes are substantial.
The SMART Service has a number of added benefits that mean you can
- Eliminate the risk and cost of finding, training, managing and paying for full time people
- Avoid the cost and problems of acquiring and committing to a new system
- Pay a fixed monthly fee which will be less than the cost of doing the work in house
Foundations of the service
We closely involve your people to improve performance. They have the latent knowledge of how work really gets done and the vested interest in supporting or blocking change. They need help to
- see the bigger picture
- remove their ‘silo’ perspectives of work
- pinpoint problem root causes
- plan and implement changes that will work
Improvement is a journey of continuous cycles. There are critical steps and competencies necessary to achieve more efficient and effective working practices. Here is a brief explanation of the SMART Performance cycle.
Capture
Work is intangible and described in different ways by people in different disciplines. We capture work in a way that anyone can understand. It reveals your costs of doing work and hidden barriers to performance. It becomes easier for everyone to understand what really works in your complex organisation and to plan changes that your people will adopt.
Consult
Our impartial facilitation and evaluation techniques help your people to quickly identify and prioritise problem root causes, sources of waste and suggested solutions for fixing problems.
Communicate
Your work structures, information flows, procedures, resources and performance measures are all accessible via the Web, on our hosted secure servers.
People can see how they and their colleagues should do the work, and why things go wrong. They can instantly feedback problems, ideas or issues for resolution.
New starters can quickly see how things should be done and become effective, faster.
Create (Innovate)
Innovation thrives when people can see how work impacts patients and results. We help you create new processes to support new systems, care pathways or efficiency improvements.
Change
It is hard to get people to adopt and learn new ways of working quickly. It’s much easier when you apply all the prior steps and have meaningful dialogue with the stakeholders. We create interactive training aids to show how new systems and processes work. These are used to train new staff and keep temporary staff up to date on new practices.
Control
We provide visible process measures which can be linked to your outcome targets.
When there are many concurrent changes and improvements, we ensure that people are working to the right version of the processes or documentation.
Contact Us
Please contact us if you would like to explore how the SMART service could give you the results you would like to achieve.