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SSC Job Misery
300,000+ people working in SSC/Outsourcing in
CEE region*
we have the opportunity to affect millions socially
by enabling people to enjoy work more, whilst delivering more value
from our Region.
CI getting a bad image Stop searching for definitive proof that
Lean works. Stop spending valuable time being cynical and, instead, use that time to experiment with a new
way of thinking and behaving. Show me one element of Lean that makes no
sense. Show me one thing that will harm rather than heal an operation...
Karen Martin Group
Re-defining Continuous Improvement
1. What do we mean by CI and Lean?
2. Some common CI implementation patterns
3. Re-defining the focus onto cultural foundations
“Everyone talks about Lean, Continuous
Improvement, Agile and Six Sigma but are really
we talking the same language?
What is CI?
• Lean focuses on waste reduction and speed
What is CI?
Source: Karen Martin Group
• Six Sigma focus on quality and variation elimination
• Lean is Qualitative, Six Sigma is Quantitative
• Lean doesn’t use statistical models like Six Sigma
• Lean is a process improvement methodology
• CI is a simpler form of Lean
• Lean is event based, CI is daily improvement
• Holistic performance improvement methodology •A business management approach NOT a tool
•Quality is at it’s core •Fact based but avoid analysis – paralysis
•Bias to iterative action & experiments •Takes a long, long time of effort
Definition is important
Source: Karen Martin Group
SSC Foundations
Clarity of Purpose
Clear Roles & Structure
Clear Systems & Processes
Clear Focus & Priorities
Know Me as a person not just a worker
Show Me why our work matters and who to
Focus Me on results & improving myself
Use Me for my strengths each day
Surround Me with people with same values
“5 signs of a miserable SSC job”
1. Anonymity
2. Irrelevance
3. Immeasurability
4. Weaknesses
5. Mistrust
Ask me for a copy
SSC Culture
Know Me as a person not just a worker
Show Me why our work matters and who to
Focus Me on results & improving myself
Use Me for my strengths each day
Surround Me with people with same values
Without People Passion there is no CI
SSC Foundations
SSC Culture
Know Me as a person not just a worker
Show Me why our work matters and who to
Focus Me on results & improving myself
Use Me for my strengths each day
Surround Me with people with same values
Clarity of Purpose
Clear Roles & Structure
Clear Systems & Processes
Clear Focus & Priorities
People Philosophy
Tools
Practices
Leaders Philosophy
Clarity of Purpose
Clear Roles & Structure
Clear Systems & Processes
SSC Culture
Know Me as a person not just a worker
Show Me why our work matters and who to
Focus Me on results & improving myself
Use Me for my strengths each day
Surround Me with people with same values
Clear Focus & Priorities
GLUE GLUE
CI Principles
SSC Foundations
Re-defining Continuous Improvement
1. What do we mean by CI and Lean?
2. Some common CI implementation patterns
3. Re-defining the focus onto cultural foundations
People Philosophy
Leaders Philosophy
Know Me as a person not just a worker
Show Me why our work matters and who to
Focus Me on results & improving myself
Use Me for my strengths each day
Surround Me with people with same values
Clarity of Purpose
Clear Roles & Structure
Clear Systems & Processes
Clear Focus & Priorities
The Leaders philosophy is key
Tools
Practices
“They make us do A3’s for every single thing, its exhausting and really no fun at all. I really don’t see what the benefit to
us is.”
Mechanical
Team Leader
Know Me as a person not just a worker
Show Me why our work matters and who to
Focus Me on results & improving myself
Use Me for my strengths each day
Surround Me with people with same values
Clarity of Purpose
Clear Roles & Structure
Clear Systems & Processes
Clear Focus & Priorities
Initiative overload
People Philosophy
Leaders Philosophy
Tools
Practices
“We are changing structure into GPO roles at the same
time as implementing CI and
a new system, it’s insane...”
Lack of Focus
People Philosophy
Leaders Philosophy
Tools
Practices
Know Me as a person not just a worker
Show Me why our work matters and who to
Focus Me on results & improving myself
Use Me for my strengths each day
Surround Me with people with same values
Clarity of Purpose
Clear Roles & Structure
Clear Systems & Processes
Clear Focus & Priorities
Lack of Investment in coaching
unspoken reality of new SSC team leads / managers
“My team expect me to have all the answers” “The company values expertise not people skills”
“I sometime feel incompetent and am afraid to say when I don’t know, it’s better to cover up”
Not Knowing: The Art of Turning Uncertainty into Opportunity
Know Me as a person not just a worker
Show Me why our work matters and who to
Focus Me on results & improving myself
Use Me for my strengths each day
Surround Me with people with same values
Clarity of Purpose
Clear Roles & Structure
Clear Systems & Processes
Clear Focus & Priorities
Not getting your own house clean
People Philosophy
Leaders Philosophy
Tools
Practices
“It’s not our fault the process is not efficient,
it’s procurements, suppliers and treasury teams mistakes that
make our life a problem...”
Victim Teams
AP Team
Re-defining Continuous Improvement
1. What do we mean by CI and Lean?
2. Some common CI implementation patterns
3. Re-defining the focus onto cultural foundations
“Without an atmosphere where people feel safe and open to coaching, challenging and feedback, you cannot
hope to sustain any CI or Lean philosophy”
the leader goes first...
Finally, consider the principle that your key enabler is the people management
capability of your middle managers and front line team leaders.
Invest, train and support core group of willing middle managers and Lean/CI
coaches / Buddies.
Our foundation strategy at CC Know
Me as a person not just a
worker
Show Me why our work
matters and who to
Focus Me
on results & improving
myself
Use Me for my
strengths each day
Surround Me with people with same
values
Business Model You
•Emotional intelligence and 6 leadership styles (or equivalent) training and coaching •Team Leader Action learning
Strengths profiling
•Re-think how effective your performance management, 1:1 processes & workforce planning methodology is
Leader defined vision and “Quality” definition published
Continuous Improvement approach to be defined
Career Pathways