Enlighten Partner Insights

THE CHANGING FACE OF CENTRE OF EXCELLENCE (COE)

THE CHANGE CHAMPIONS

Most companies can meet a few of their business objectives – but very few can meet them all. That’s why business leaders need to identify the right methods to improve existing processes and optimise performance to hit their targets and achieve operational excellence. But how? 

Establishing a Centre of Excellence (COE) is one way to do so. By forming a dedicated and specialised team, businesses can oversee, implement and champion change and continuous improvement centrally. 

ENLIGHTEN PARTNER INSIGHTS TO CREATE AN EFFECTIVE COE

centre of excellence
Uncover valuable insights from our partners on the importance and evolution of the COE, to drive continuous improvement in the age of hybrid work.

3 CRITICAL FACTORS WHEN DEVELOPING A COE

The creation of a COE can help companies overcome administrative and logistical hurdles when it comes to implementing change. But as we enter the age of hybrid work, new working arrangements can pose new challenges. So, how can a COE be created and leveraged to deliver maximum value to the organisation? Here are three tips:

Choose the right people

With remote and hybrid work now the norm, it’s essential for companies to select the right people to be a part of the COE. Among other things, they must be familiar with work functions across the organisation. A well-rounded team that can take a broad, long-term view can communicate and coordinate effectively across the business to drive change and ensure strategies can be implemented in an efficient and holistic manner.

Support the team with essential tools

Possessing the right tools can go a long way in optimising workflows and operational processes. That’s why it’s important for organisations to support their COE team by investing in key technologies and tools. This gives them access to detailed performance data and provides clarity and transparency to organisational performance and the areas that can be improved. With quantifiable statistics, it is easier for a business to find ways to enhance the way it works.

Lead the charge

For employees to be motivated to embrace change, it all needs to start from the top. Company leadership must embrace a culture of change and cultivate a positive environment where growth and improvement are encouraged. This nurtures continuous improvement. When employees see that the COE’s recommendations are being implemented to deliver positive outcomes, and top management is on-board, it becomes easier to progress as a whole and achieve operational excellence.

'AHA' MOMENTS: CLIENT SNAPSHOTS

Enlighten tech helps Northern Trust find resources to share the COVID-19 workload

Northern Trust – Enlighten technology is the solution for workload management

Finding The Right-Fit Technology for Business | Enlighten OpEx

The Link Group – The right-fit technology paves the way for the future

How to Pivot through The New Normal with Suncorp Insurance Manager

Suncorp – A Single Source of Truth for clarity on the new normal

Get ahead with the right partner

Explore how Enlighten can help you build operational resilience and get ready for the future with a free consultation. Contact us now to book in a virtual coffee chat with one of our leadership team and learn more.

'AHA' MOMENTS: CLIENT SNAPSHOTS

Northern Trust – Enlighten technology is the solution for workload management

The crisis highlighted to the Northern Trust the need for being able to deliver their services in an appropriate time, despite the circumstances, and servicing customers sufficiently with a growing demand for their asset servicing and valuation offerings. To that end, they needed to understand their capacity, the cycle time on tasks, the work in progress and the load distribution at any particular time to be able to redeploy quickly and effectively.

Leveraging Enlighten’s solutions, the organisation was able to identify areas where staff could take over work usually performed by other regions. Geographical boundaries were no longer a concern with the remote working situation, and they were able to adapt to the crisis and leverage additional resources quickly.

Pete Cherecwich, President of Asset Servicing at Northern Trust, commented on the flexibility the Enlighten partnership allowed during a high-pressure time. “We’re sending work all over the place. For example, a lot of our asset servicing for the Australian market was performed from Manila in the Philippines. When that closed down, we moved it to Bangkok in Thailand, then to Chicago, and once the Philippines office implemented work from home measures, we moved it back to Manila,” he says. “If we know who has the capacity, we can move that workaround to maximise our output. So, if the volume in Asia is too high, we can have people in the US log in and pick up the slack.

This is a strong example of a business that pivoted quickly, building operational resilience with a future focus and utilising strategic partnerships for greater agility during a disruption.

Learn more about Enlighten’s insights on operational resilience for the future here.

'AHA' MOMENTS: CLIENT SNAPSHOTS

The Link Group – The right-fit technology paves the way for the future

Nigel McCammon, COO APAC, The Link Group

The Link Group has turned the ongoing crisis around to see an incredible 6-12% increase in productivity over the last couple of months thanks to strategic use of the right tools. Tapping into Enlighten’s Single Source of Truth solutions, the organisation based their management strategy around meaningful metrics to drive outcome-based decision-making.

A critical turning point and Aha moment for them was in leveraging the tool’s in-built insights to demonstrate patterns that supported the focus on an elastic workforce. They realised there was significant potential in rethinking how they assigned capacity and leaned on external sources for support, and uncovered a newfound opportunity to harvest capacity from existing sources.

Nigel McCammon, Chief Operations Officer of APAC at The Link Group, speaks about the unique simplicity of Single Source of Truth, saying, “Sometimes the simplicity of the data in the right moment is all that’s needed to carry the message.”

He also highlights the critical importance of having not just visibility, but traceability in data. “There’s a subtle but significant difference in those two words,” he explains. “Visibility suggests observation of an individual’s activity, but traceability gives much more detail, like how our people spend their paid time or how our members and clients interact through the various mediums that we have in the business. Traceability is the critical enabler for us to make better decisions.”

Building on insights from Single Source of Truth, the company has been able to shift past crisis management into developing operational resilience, identifying four key pillars of capability to be strengthened: data integrity, risk and control, people and processes development and change delivery.

This is a game-changing example of an organisation that got ahead by investing in the right tools, designed to enhance their human element.

Get more of Enlighten’s insights on choosing the best-fit tech solutions for your business.

'AHA' MOMENTS: CLIENT SNAPSHOTS

Suncorp – A Single Source of Truth for clarity on the new normal

Annabelle Thompson, Executive Manager, General Insurance Sales & Service at Suncorp

When New Zealand announced the highest level of lockdown procedures starting on 25 March 2020, Suncorp had only just 48 hours to activate 100% remote work arrangements and ensure their employees had all the resources needed to stay work productively from home.

To pivot quickly, Suncorp leaned on Enlighten’s unique Single Source of Truth solutions, tapping into its insights to manage a remote workforce and drive decision-making.

With those insights, Suncorp came to a key realisation or, as we like to call it, Aha moment – that data is crucial to making better business decisions.

Annabelle Thompson, Executive Manager, General Insurance Sales & Service at Suncorp, stresses the importance of clear and comprehensible data in helping the company improve their decision-making process in a way that bolsters its bottom line.

“We use data to build business cases around what’s costing us, whether that’s lost time, drops in customer satisfaction, or whatever metric we may be measuring, and that makes it so much clearer for us to make good decisions,” says Thompson. “Now, we’re investing in process improvements in certain areas because of the data we’ve captured, and it’s helped me forward forecast demands and get my resourcing right for my team.”

In addition to providing straightforward data for better decision-making, Single Source of Truth also helps Suncorp manage their employees’ productivity. Clear visibility, regardless of location, has allowed the company to assess and manage their team’s performance, identify patterns and focus on helping their people be as productive as they could be.

“With data, we’ve built coaching more specifically around the needs of individual employees, rather than just using a blanket team approach,” she shares.

Suncorp is a great example of an organisation that champions the positives and appreciates that, with the right tools, a crisis can be an opportunity to create a better system of management for the future.

Get more of Enlighten’s insights on building operational resilience with a Single Source of Truth.

Crisis leadership. Learn more on Enlighten.