Case Study 1: Learn & Mentor Methodology (LLM) in Action (New Product Development in Financial Services)

The client – a manager of a small team responsible for triaging demand from different business units, co-ordinating cross team resource management, facilitating project prioritisation, reporting performance and initiating improvements.

Trained & Coached – the manager was introduced to Operational Excellence techniques and the mentor and manager agreed that the best focus for the following LLM sessions would be on the the end-to-end process, resource/capacity planning and KPI design/reporting.

Deliverables – from the coaching and subsequent mentoring sessions the following were delivered by the manager:

• Detailed end-to-end process maps showing activities by role

• One-Page process map for communication and executive buy-in

• RACI maps

• Resource/Capacity Planning tool

• Performance Dashboard with KPI definitions

• Playbook – including project charter and requirements document

OpEx Techniques coached

• Daily huddles

• Process mapping (SECAR plus)

• “Big Picture Mapping” – Single page map for communication

• RACI definitions

• Waste Analysis

• Performance Dashboard

• KPIs (SMART, leading/lagging)

• Resource & Capacity Planning

• Time Series Analysis and Forecasting

Business Benefits

The following business benefits were identified and implemented

• 15-20% more projects to be completed annually with the current resource level

• >=10% faster to market to realise the resulting new product revenue earlier

• Significant reduction in errors/ omissions at launch