Building Commitment-Based, Cross-Departmental Collaborations.
A Case Study In KPI Governance
Turning lives around
Alvis (alvis180.org) is a 400+ employee non-profit human service agency that serves nearly 8,000 men, women, young adults and children in Ohio each year in criminal justice re-entry and family support programs, behavioural health, and substance abuse treatment services.
Summary
Since 2020, Our team at TOPP Tactical Intelligence Ltd of London has been dedicated in supporting Ohio-based behavioural health agency Alvis 180 in bringing a continuous improvement culture to its organization via an enhanced business process management program.
In addition to cataloguing processes, capturing process waste and performing quality assurance checks across the company's business processes, in 2021 the Continuous Quality Improvement team built and launched a portfolio of automated reporting consisting of metrics that were built on the root causes identified in previous waste management and operational issue identification workshops.
The original portfolio of performance metrics included multiple business areas and focused on 'commitment tracking' embedding in the Alvis culture that each interdepartmental relationship should be treated as a commitment that merits its own performance tracking mechanism.
In doing so, a short but effective set of KPIs were agreed primarily in areas of productivity and quality.
Core objectives
- 01Identify commitment: (engage) Define each inter-departmental hand off (aka touchpoint)
- 02Assign target metrics: (architect) Agree improvements in productivity & quality
- 03Create daily discipline: (launch) Activate PRESTO KPI management software to track & support daily performance
- 04Report to management: (sustain) Agree a Senior Management reporting review cadence to ensure proactive action-taking in situations of underperformance
The Launch
A 4-step approach to engage, architect, launch and sustain a management reporting discipline was agreed and implemented ensuring that each stakeholder was leveraged in the appropriate moment. The test pilot included 6 team leaders, two PRESTO trainers and the company COO.
Kathleen GeyerData Analyst & Research Coordinator
" PRESTO offers a quick and easy way to stay on top of all my cross-departmental relationships giving me the non-confrontational reporting package I need to propose improvement opportunities in service levels & interactions "
Results to date
42 teams
mapped
among the in-scope business which included the core 3 key divisions
50 processes
from the Behavioural Health business line focusing on productivity & quality
21 KPIs created
capturing daily commitment activity and reporting monthly to 10 middle & senior level managers focusing on improvement opportunities
25 monthly hours saved!
An estimated 25+ hours per month of administrative activities were eliminated from PRESTO's easy-to-use capture & reporting automation
4 PRESTO KPI Manager users trained
Using the quality team as a central point, 4 primary platform users became the KPI tracking and reporting experts responsible to meet monthly with the Alvis CEO and COO
2.5 hours dedicated
Initial training on the PRESTO KPI Manager platform included a weekly 30-minute session with the 4 key users. In total, 2.5 hours was all that was needed to see the team completely independent