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HSA Conference Cardiff 2009

HAS Conference Cardiff 2009

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HSA Conference Cardiff 2009

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    1. HSA Conference Cardiff 2009 Rethinking for radical improvement in the delivery of housing services: the application of lean systems thinking in the housing sector Donna Samuel Barry Evans Paul Helyar

    2. HAS Conference Cardiff 2009 – Samuel, Evans & Helyar 2 Who are we? Donna Samuel – Researcher in Lean Enterprise Research Centre (CARBS) currently completing her PhD Barry Evans – Senior Research Associate in Lean Enterprise Research Centre (CARBS) Paul Helyar – Asst Corporate Director (Maintenance), Charter Housing

    3. HAS Conference Cardiff 2009 – Samuel, Evans & Helyar 3 What is Lean Systems Thinking Systems Thinking was the approach to business management and improvement espoused by W. Edwards Deming His approach was adopted by Taichi Ohno and became the foundation for the Toyota Production System Womack & Jones popularised the term “Lean Thinking” in their book “The Machine that changed the World” which described Toyota and other exemplars LERC has researched the dissemination of Lean Thinking in manufacturing and service sectors over the last 15 years John Seddon has in the same time frame shown how Systems Thinking can be successfully applied in service business in the private and public sectors

    4. HAS Conference Cardiff 2009 – Samuel, Evans & Helyar 4 Seddon – characteristics of Lean Systems Thinking Review the “true purpose” of an organisation It’s definition isn’t the regulatory targets forced upon them It should reflect the experience of the customer that the organisation is supposed to be provisioning Traditional organisations often focus on activities rather than purpose Systematic analysis of demand facing the service organisation Differentiate between value and failure demand Reduce failure demand (which can be as high as 80%) Redesign the system around value demand Study the flow of work end-to-end, identify the causes of variation and where possible remove the causes in order to reduce time and improve service Time-series analysis identifies “common cause” & “special cause”

    5. HAS Conference Cardiff 2009 – Samuel, Evans & Helyar 5 Seddon – critical features of Lean Systems Thinking Customer regulation Workers responding to customer need Managers making it easier for workers to do their jobs Sounds simple ……. But extraordinarily elusive !

    6. HAS Conference Cardiff 2009 – Samuel, Evans & Helyar 6 Lean Systems Thinking does it work? - evidence from Housing sector Secondary evidence from work undertaken by OPDM in 2005 Follow-up to OPDM report 2005 by NHC 2006 Case studies of two Welsh Housing Associations

    7. HAS Conference Cardiff 2009 – Samuel, Evans & Helyar 7 Lean Systems Thinking in the Housing Sector: the work to date 2005 – Office for Deputy Prime Minister - reported In response to “Gershon review 2004” Application of systems thinking in housing undertaken with guidance by Seddon and colleagues Three pilot organisations / range of services Reported “ the work undertaken in all three pilots demonstrates cashable and non-cashable efficiency gains and significant service improvements” 2006 – Northern Housing Consortium Follow-up to investigate the sustainability of the approach in the three pilots

    8. HAS Conference Cardiff 2009 – Samuel, Evans & Helyar 8 OPDM (2005) & NHC (2006) results - 1

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