Delivering a strategic process improvement roadmap for RTC Group’s Work Order Management in SA and TAS

Challenge

Meeting compliance requirements and service level agreements (SLA) is critical to RTC’s success, but tracking changes to legislation, accommodating different jurisdictions, and scaling for larger and more complex customers was becoming burdensome.

Noting inefficiencies in their processes and scope for improvements to help meet demand, RTC engaged Glisk to review the current state processes for work order management in South Australia and Tasmania. Glisk was primarily tasked with identifying ways to provide the leadership team with timely and accurate information for strategic and operational decision-making.

Approach

Glisk was engaged to undertake a review of responsive and vacancy work order processes in South Australia and Tasmania to help RTC develop a roadmap to incrementally improve their work order functions.

Glisk worked closely with stakeholders to elicit comprehensive As-Is process maps that accurately described work order management activity. With the process maps as reference points, Glisk collaborated with stakeholders to identify pain points that were constraining efficient delivery and highlighted opportunities for improvement.

Finally, Glisk ranked these opportunities based on solution complexity, business impact, and level of control, providing RTC with a clear roadmap to address business process issues.

Results

Understanding the attributes of how activities constrained delivery allows RTC to prioritise their approach to addressing them. This includes tackling the smaller, more straightforward improvements early to provide staff and customers some ‘quick wins’ while they carefully plan the larger, more impactful improvements.

RTC’s approach to process improvements is as methodical as their approach to delivering customer projects, and given their vision and commitment to community, that’s just as it should be.

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