In summary, some of the long-term, sustainable achievements most valued by Capita include:
Shorter service levels
Due to improved medium-term planning and increased eefficiency when balancing work and resources, Capita reduced service levels from 5 to 3 days, while maintaining their profit margin
Individual performance management
AOM has provided accurate data about individuals, which has given team leaders the confidence to manage individual performance on a daily basis. In addition, improved communication with teams about their progress towards their planned outcomes and the use of visual controls mean that staff feel more informed and involved with their performance and the expectations of the business. “Nobody wants to be below where they should be,” says Mark Randall, “but staff need to have a clear idea of where they stand. Thanks to the increased transparency provided by AOM, staff know what is expected of them and what they can achieve.
A reduction in overtime through improved productivity
The introduction of the AOM planning cycle clearly identified the gaps between work and resources, which enabled cross-training of staff to take place when there were surplus resources. This addressed the issue of limited flexibility and enabled the delivery of service at a lower cost base through a 10% improvement in productivity and removing dependence on overtime for a few skilled individuals (overall, overtime was reduced by 50%).