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					Barony Consulting Group Limited

Lean Thinking and Business Process Reengineering
DELIVERING PERFORMANCE and ORGANISATIONAL IMPROVEMENTS

A Workshop for Public Sector Managers
Jury’s Russell Street, London Thursday 14th Dec 2006 Thursday 11th Jan 2007 Marriott Hotel, Edinburgh Thursday 7th Dec 2006 Thursday 18th Jan 2007
Barony Consulting Group Limited 88 Windsor Court, Southgate London N14 5HS Tel: 020 8886 2462 Fax: 0131 451 5917 email: info@baronyconsulting.com www.baronyconsulting.com

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Performance through Innovation
020 8886 2462 www.baronyconsulting.com

Barony Consulting Group Limited

Introduction
With interest in Lean Thinking taking hold in all sectors, many managers are keen to find out how to use the technique safely and improve customer focus. Some leaders in the field have been campaigning strongly (almost evangelically) in favour of their own theories of lean systems thinking and lean processes based upon Toyota. This workshop is designed to inform and educate you in the principles and practice of Lean Thinking and Business Process Re-engineering. The current drive towards for Efficiency and Shared Services is leading to an examination of on lean principles and systems thinking. Most public sector organisations operate on a command and control basis and are structured and staffed accordingly. The implications of implementing a change program are immense and decisions must not be taken lightly. In particular human issues must be carefully addressed. The customer is king but staff must be motivated by clear leadership and vision. This seminar/workshop has been created to help directors and senior managers understand the Lean/Systems ideas and address the real problems of modernising legacy systems in a practical way. Lean Systems and BPR will also describe how to use and apply this thinking in a practical situation. This program ensures a pragmatic and flexible approach which is moulded to the needs of your organisation and aims to provide early gains. The workshops are currently planned to take place in London and Edinburgh during December and January. For this reason we have evolved this workshop is that it offers a practical approach to implementing a Lean Systems and BPR programme. It draws on the extensive knowledge of our many senior consultants with both public and private sector experience and is designed to address the human and practical issues which can make or break any improvement program. This seminar/workshop will explain what each of these concepts are and discuss Lean Systems, Deming, business processes, organisation structures and command & control management: and consider how diverse organisations need diverse solutions. This will explore links to other quality assurance programmes such as EFQM and Balanced Scorecard and discuss some productivity enhancing software. The workshop event in the afternoon will focus on a key area which is being radically improved in the public sector The mounting pressure to improving efficiency is causing many policy makers to ask how this will be delivered. We often find that public bodies aren’t performing the full range of activities expected of them, so improved efficiency will also amount to doing more with the same resources. With a growing urgency to ensure that effective and appropriate processes are being used before funding is restricted, a number of organisations are already starting to review what they do and how they perform tasks. Key Case Studies include;     Clerical processing – reduction in time to process from 69 to 26 days; Vehicle Maintenance - increased customer satisfaction and lower downtime; Restructuring national maintenance service – improved tenant satisfaction; Benefits Processing – improved customer satisfaction by reducing time to process to 17 days.

Barony Consulting Group Limited
www.baronyconsulting.com 0131 449 3823

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In commercial and government sectors, systems thinking together with business process reengineering is being included within a Process Management Framework; this seminar explains how to close the gap between the status quo and a more enlightened and sustainable operating system with continuous improvement and built-in staff participation.

Who should attend?
The course is designed for key decision makers, policy and service managers, trainers and internal consultants who are involved in all aspects of public sector work. Chief Executives and Chief Officers; Directors and Heads of Service; Cabinet and Executive Members; Heads of Corporate Policy and Strategy; Finance Directors HR Directors DLO Directors Education Officers Social Services Senior Managers IT Managers Planning Managers Revenues and Benefits Managers Call Centre Managers Internal Consultants Care Commissioners Auditors

No special knowledge is required since the course is aimed at non-technical staff.

Objectives
This workshop is intended to assist key members and staff in the public sector to better understand how systems management thinking can be used to assist in the delivery of a more efficient and effective service provision which balances the needs of customers, staff and other stakeholders. In general the workshop objectives are to:-

Barony Consulting Group Limited
www.baronyconsulting.com 0131 449 3823

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       

Explain how lean systems thinking and BPR can be used in a practical way to transform services; Explain the fundamental approaches to change; Discuss how to turn theoretical change into reality; Discuss practical issues, pitfalls and risks; Consider alternatives and discuss options for change; Explain Lean Thinking and BPR; Understand how this can be used to deliver change at an operational level; Introduce powerful business enterprise analysis tools

Specifically, these key issues will be discussed;  Lean thinking, Lean services  Organisation evaluation;  Service analysis;  Shared services  How to build in other tools in a flexible way  Stakeholder relationships;  Staffing, resourcing, skills, structures;  Process Mapping;  Measures and Monitoring  How to link this to EFQM and Balanced Scorecard  Getting the staff onside;  Implementation and Change Management;  Other useful resources;  Provide simple but clear understanding of the issues facing delegates today;  Encourage interaction and discussion to improve the consensus view and provide feedback.

Outcomes for delegates
The intention is that delegates will better understand how they can run an improvement program, use Lean Systems thinking and BPR in a practical way and have an appreciation of some of the available tools currently being used within the public sector. This will enable delegates to feel better informed about the whole subject, more able to make best value judgements and to initiate appropriate changes in their own sphere of influence.

Program
09.30 09.45 10.00 Registration and coffee Introduction Forward Thinking in Delivery of Public Services Dr. Peter McLaverty - Head of Public Policy Unit, CPPM, Aberdeen Business School; Robert Gordon’s University Lean Systems Management  Customer focus  Systems thinking  Hard and Soft Systems  Deming  Command & Control  Shared Central Services  Transactional Improvements

10.50

Barony Consulting Group Limited
www.baronyconsulting.com 0131 449 3823

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 11.20 11.30 Coffee

BPR and Process Management

Lean Thinking and Business Process Reengineering  Understanding Processes  When to use a project approach  Key steps in Lean Thinking  How BPR is used to deliver improvements  Key steps in an improvement programme  Tools  Process Mapping – the principles  Brainstorming and creativity  Critical analysis  Establishing success criteria Staff & Customers  Customer expectations  How Lean is used to drive customer focus  Staffing issues  How do you get the staff on side?  Finding a balance  Some typical problems when introducing a change program Lunch Lean Systems and BPR                Stakeholder relationships Key Roles Organisational Factors Services delivered and planned Shared services Service monitoring Interfaces and channels Perception mapping and planning Interactive workshops Process planning Linking responsibilities to Processes Structures and resources Implementation Developing Procedures Manuals Staff skills and Training

12.00

12.30 1.30

2.30

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Developing an Improvement Programme using Lean Thinking and BPR This popular workshop will reinforce the strategies and tools previously outlined. It will focus on an area which has major potential for improvement.

3.00 3.15

Afternoon tea Delivering Organisational Improvements Case Studies Plenary session Close

4.00 4.15

Barony Consulting Group Limited
www.baronyconsulting.com 0131 449 3823

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Speakers Director - Doug Forbes BSc Hons, DMS
Doug has chaired and spoken at a number of successful conferences on eGovernment, Best Value and innovative approaches for the public sector in UK Regions, for Professional Associations, local and central UK government, Europe and the UN. He brings a participative approach and sector knowledge to bring out the best of the presenters.

Andy Wotherspoon BSc, MIET
Andy was formerly Operations Director with Thorn Communications and Telecontrol Systems and has considerable practical experience of setting up processes and organising multiple departments to deliver diverse projects and services in a fast changing competitive industry. He has special skills in resource management, customer relations and in leading teams in undertaking the full range of process reviews. With a private sector background, he understands the challenges faced by managers in establishing and maintaining strategic direction and implementing operational changes. Within the public sector he has expanded his specialist skills to include Lean Systems, Procurement, BPR, Organisational Management, Business Information Systems and Process Management.

Ken Tait BA Hons
Ken has a degree in Open Systems and is an expert on Process Management and BPR. Ken takes a holistic approach to Process Management to help performance improvement and is assisted by the latest electronic toolkits. Using his skills developed from being a Behavioural Therapist he is able to assist managers in analysing their systems and help in over coming resistance to change. He has also mentor and coached managers through this process.

Dr. Peter McLaverty
Peter is currently leading the Economics and Public Policy Unit at the Centre for Public Policy and Management (CPPM) in the Aberdeen Business School, The Robert Gordon University. He has been employed as a Research Fellow at the Manchester Business School and at the Centre for Housing Policy, University of York, where he worked on a number of research projects. Peter has published articles on housing policy and has carried out qualitative and quantitative research. His published work is on public participation and community empowerment. As part of Aberdeen Business School, Peter was involved in the application of Lean Services Thinking to the North East Fiscal Service. That exercise produced time savings of 25% in getting cases to court. His work with the CPPM includes research for the Scottish Executive and on social issues such as public engagement, homelessness and financial inclusion.

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Barony Consulting Group Limited
www.baronyconsulting.com 0131 449 3823

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Booking Form 1 – London Workshop
Venue - Central London Hotel Thursday 14th Dec 2006 or Thursday 11th Jan 2007 (Delete as required)
Closing Date for Registrations – 10 days before the event. Bookings will be confirmed by email and joining instructions sent electronically. London – Lean Thinking and BPR workshop
Delegate details:- Please use BLOCK CAPITALS st 1 Delegate Mr/Mrs/Ms/Dr (Last name) First name (For badge purposes) Job Title Dietary requirements E Mail
To enable us to confirm your booking as efficiently as possible please supply us with your email address

2 Delegate Mr/Mrs/Ms/Dr (Last name) First name (For badge purposes) Job Title Dietary requirements E Mail
To enable us to confirm your booking as efficiently as possible please supply us with your email address

nd

Contact details:- Please use BLOCK CAPITALS Mr/Mrs/Ms/Dr (Last name) First name Job Title Organisation Address Post Code Telephone Email Invoice/Payment details
NB: Please note that a booking form is required in advance of the event. Barony Consulting Group reserves the right to refuse admission if a booking form is not received. If you are sending a purchase order kindly attach a copy of this booking form.

Full Delegate Fees £370 per delegate plus VAT = £ 434.75 x Discount available for two or more delegates £50

(No. of Delegates) = £ Total = £

Signed
Fees

Name

Barony Consulting Group Limited
www.baronyconsulting.com 0131 449 3823

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The fee for this event covers all written materials, lunch and refreshments. A VAT invoice and joining instructions will be sent to you acknowledging your booking. The venue and venue map will be sent to you separately. Cancellations 21 days before the event 20 – 14 days before the event 13 days or less before the event Free 50% + VAT 100% + VAT

Important note This booking form constitutes a legally binding contract. It may be necessary for reasons beyond the control of Barony Consulting Group Limited to change the content and timing of the programme, the speakers, the date or the venue. In the unlikely event of the programme being cancelled, Barony Consulting Group, will automatically make full refund but disclaim any further liability.

Please send booking forms to; Conference Organiser, Barony Consulting Group Limited, 88 Windsor Court, Chase Side Southgate London N14 5HS 020 8886 2462 Fax 0131 451 5917 info@baronyconsulting.com

Barony Consulting Group Limited
www.baronyconsulting.com 0131 449 3823

7

Booking Form 2 – Edinburgh Workshop
Venue - Edinburgh Hotel Thursday 7 December 2006 or Thursday 18th January 2007 (Delete as required)
th

Closing Date for Registrations – 10 days before the event.
Bookings will be confirmed by email and joining instructions sent electronically

Lean Thinking and BPR workshop
Delegate details:- Please use BLOCK CAPITALS st 1 Delegate Mr/Mrs/Ms/Dr (Last name) First name (For badge purposes) Job Title Dietary requirements E Mail
To enable us to confirm your booking as efficiently as possible please supply us with your email address

2 Delegate Mr/Mrs/Ms/Dr (Last name) First name (For badge purposes) Job Title Dietary requirements E Mail
To enable us to confirm your booking as efficiently as possible please supply us with your email address

nd

Contact details:- Please use BLOCK CAPITALS Mr/Mrs/Ms/Dr (Last name) First name Job Title Organisation Address Post Code Telephone Email Invoice/Payment details
NB: Please note that a booking form is required in advance of the event. Barony Consulting Group reserves the right to refuse admission if a booking form is not received. If you are sending a purchase order kindly attach a copy of this booking form.

Full Delegate Fees £370 per delegate plus VAT = £ 434.75 x Discount available for two or more delegates £50

(No. of Delegates) = £ Total = £

Please send an invoice to me for the above amount being my remittance for the Signed Name
Fees The fee for this event covers all written materials, lunch and refreshments. A VAT invoice and joining instructions will be sent to you acknowledging your booking. The venue and venue map will be sent to you separately.

Barony Consulting Group Limited
www.baronyconsulting.com 0131 449 3823

8

Cancellations 21 days before the event 20 – 14 days before the event 13 days or less before the event

Free 50% + VAT 100% + VAT

Important note This booking form constitutes a legally binding contract. It may be necessary for reasons beyond the control of Barony Consulting Group Limited to change the content and timing of the programme, the speakers, the date or the venue. In the unlikely event of the programme being cancelled, Barony Consulting Group, will automatically make full refund but disclaim any further liability.

Please send booking forms to; Conference Organiser, Barony Consulting Group Limited, 88 Windsor Court, Chase Side Southgate London N14 5HS 020 8886 2462 Fax- 0131 451 5917 info@baronyconsulting.com

Barony Consulting Group Limited
Performance through Innovation

Barony Consulting Group Limited
www.baronyconsulting.com 0131 449 3823

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