The challenge

With a more commercially focussed mindset emerging in the housing sector, Radian were keen to establish process improvement as a core business capability. Following research into the various methodologies available, they decided to learn more about Lean as its logical approach appeared to fit well with their cultural aspirations.

The results

  • Established a team of in-house “light touch Lean” champions to review Radian’s processes
  • Identified potential efficiency savings of up to £1.3m by removing, for example, duplication of tasks, inconsistency between offices and maximising the use of the technology available 
  • Proposed streamlined processes for Mutual Exchanges, Allocations, Voids, Former Tenant Arrears, Invoicing and Complaints
  • Initiated projects to digitalise processes where possible
  • Progress is being made with ‘quick wins’ and Task & Finish groups are busy working towards the implementation of the improvements proposed
  • Excellent staff engagement with the “light touch Lean” approach to date.

What Service Matters did

  • We engaged Service Matters to help us get started and to train the first “Radian Green Belts”
  • Initial proof of concept exercise looking at Mutual Exchanges
  • DMAIC workshops for each process reviewed
  • Participation in Service Matters networking on Lean matters
  • Passing the “light touch Lean” training on to colleagues to increase the skills pool.

In their own words...

“Service Matters have been invaluable in getting us started on our Lean journey. Their flexible approach, excellent facilitation skills, knowledge and experience have made this an enjoyable journey so far.”
Karolina de Jonge – Process Improvement Lead