The Vanguard Method South AfricaSenior Consultant
Feb. 2014 - Jun. 2018Johannesburg Area, South AfricaThe Vanguard Method is a proprietary means by which we help leaders of service organisations change their organisation from a command-and-control design to a systems design; resulting in dramatic improvements in service, revenue, efficiency and morale. * Delivered major organisational change, significant improvement in customer satisfaction, and reduction in cost to multi-national corporate clients in South Africa and Australia, using the Vanguard Method to implement Systems Thinking * Conducted scoping/analysis on current system performance end to end from a customer’s perspective to collect data, diagnose root cause and prepare actions to address accordingly. Including: * Process Mapping Demand split analysis Customer Focus groups/ finding out what matters Value vs Waste and Value vs Failure Customer Journey Mapping Process Mapping (current state and new) Challenge frameworks
* Engaged and collaborated with areas of the business who supported proposed changes * Identified value and waste in process to remove system conditions that stop the flow of work and impact on the customer experience. Thus increasing capacity
* Created, defined and embedded lead operational measures to track progress, ensuring overall alignment and improvement in customer service * Collected data from traditional methods (KPI’s NPS), combined with newly created measures and customer feedback data, determining key points of leverage and created process improvement recommendations
* Led specially curated teams in the end to end customer flow redesign using lead and lag measures to track progress
* Challenged senior leader thinking, supporting and using data and normative experience methods to influence and drive change * Reviewed change initiatives with leaders, applied frameworks determining priority and impact * Led team to redesign Mortgage product in one of South Africa’s Big 4 Banks with great success