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.
- 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.