Enlighten’s transformation programme follows a standard 20-week structure in which proven management methodologies are combined with cutting edge software. The project team provides training, coaching and support to all levels of your organisation to ensure that the behavioural change, metrics and management disciplines are deeply embedded within the business. Our unique and established approach leads to breakthrough improvements, as detailed on the timeline below.

Week-by-Week Balanced Scorecard Gains

Organisational Effectiveness

Capacity Created
Reduction in Error Rates
Unit Cost Reduction

Actual week-by-week results experienced by a major financial institution client

Weeks 1&2: Build

Load activities, standards and organisational structure into the Enlighten Software

Activity List are created for each team and incoming data is mapped from other systems to capture volumes. This data is then used to calculate workloads, to set up base data for forecasting and to measure performance. Your organisational structure is also replicated within the Enlighten software.

Weeks 3&4: Benchmark

Ascertain historical performance

Providing an accurate picture of the business at the start of the project is pivotal in identifying benefits and ROI. Most importantly, establishing a solid base is a starting point from which improvement is measured, which enables managers to provide performance feedback to their teams as progress is made.  

Insights The Inherent Flaw of Using Averages

Most organisations set performance standards based on the highly flawed approach of using historical averages. Learn about four traps executives fall into by using this approach.

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Weeks 5&6: Training

Train managers on metrics and methodologies

Managers attend structured face-to-face training sessions during the programme. The training includes interactive activities to ensure engagement during the sessions as well as assessments to ensure a high level of understanding. 

Each training session is conducted by experienced facilitators who deliver the information in an engaging and collaborative fashion. The knowledge transfer to all levels of the business is clear, concise and relevant. Classroom sessions are further supplemented by personalised one-on-one coaching as required. 

Insights Why Managers Don’t Manage

Explore why front-line managers are often spending very little time on management activities.

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Weeks 7&8: Activate Metrics

Begin using Enlighten Software

Once the initial build is complete, the business starts utilising the system. Training is now well underway and performance metrics are readily available. Managers begin putting the newly learned disciplines into action and team members start using the software on a daily basis.

On-the-Job Coaching

Customised coaching and mentoring for all managers ensures the lessons from the formal classroom sessions are further embedded in the business.

Weeks 9&10: Communication

Provide regular communication and feedback

The daily performance review drives results and helps develop a strong culture of open communication, feedback and engagement across the business. It sets the appropriate 'game-plan' for the day ahead and conveys a clear and positive message on the previous day's performance results. 

Energise Engagement

Participate more effectively in daily team huddles and management meetings with timely, actionable information and common metrics.

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Weeks 11&12: Waste Removal

Identify & remove non-value added activities

Understanding the causes of errors, non-value added activities and waste is essential for any business striving for continuous improvement. Without this understanding, errors and waste will continue to occur rather than be resolved. Enlighten enables team members to record waste based on three categories: Process, Incident and Error. 

Fuel Problem-Solving

Gain visibility into bottlenecks, productivity issues and the cumulative impact of waste to prioritise and solve problems.

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Weeks 13&14: Planning

Introduce Weekly Planning

Planning is an essential part of a manager's toolkit because it fosters proactive thinking. Team managers start managing their workload, rather than letting their workloads manage them. Introducing managers to a structured weekly planning process helps them organise their day and facilitates target setting - the first step towards achieving improved performance.

Proactively Manage

Create daily and weekly plans, coach team members and deliver quality with consistent management disciplines.

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Weeks 15&16: Reinvest Latent Capacity

Use capacity to improve quality and reduce errors

At this point in the schedule, the business will have experienced great change. Increases in performance metrics, hands-on management practices as well as the identification of waste will be occurring on a daily basis. 

Once identified, the waste can start to be addressed - i.e. reduced or removed from the business, thereby creating capacity which can be 'reinvested' back into the business. Managers may choose to reinvest the additional time on quality checks to identify training gaps - which in turn will reduce errors - or spend time on strategic tasks to help grow your business. 

Insights The Crime of Wasted Capacity

Latent capacity accounts for approximately 10-30% of costs in back-office operations, even in teams that do not have high volume fluctuations. Gain insight into this phenomenon and learn steps executives can take to identify and leverage hidden capacity.

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Weeks 17&18: Develop Proactive Behaviours

Introduce long term planning and forecasting

Managers build long-term plans, encouraging them to think further ahead about topics such as leave planning, backlogs, training and recruitment in a structured and consistent manner.  The forecasting methodology is also introduced, prompting even more proactive behaviours. 

Balance Workloads

Understand capacity and skill requirements for the days, weeks and months ahead to optimise resource allocation across the business.

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Weeks 19&20: Completion

Benchmark performance to project targets

Key Performance Indicators are set to ensure that a balanced view of performance is presented and that appropriate targets are in place. The Enlighten team will also work with your business to ensure sustainability and continuous improvement is ongoing far beyond project completion. 

Set Targets Effectively

Use scenario modeling and waste insight to understand your team’s true potential and confidently set achievement goals.

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Weeks 21+: Continuous Improvement

Ensure sustainability & instill a continuous improvement culture

While our transformation program lasts 20 weeks, the benefits continue for much longer. The program provides a cultural shift in the business that embeds a performance culture through on-the-job coaching of front-line leaders and managers. Leaders learn the importance of communicating and engaging their teams and utilising performance metrics to motivate and manage, thus contributing to improvement throughout the wider organisation even after the program has ended.

With metrics and disciplines in place, the new culture of continuous improvement takes hold and becomes just "the way we do things." Enlighten continues to provide post-program support for the software and builds in quarterly sustainability reviews to ensure ongoing client success.

Accelerate Gains

Measure and improve. Develop a culture of continuous improvement that rewards progress. The timely feedback cycle makes this possible.

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Insights Enlighten On-Site Assessment

Enlighten conducts an on-site assessment before every project to ensure fit and to review existing management practices /tools. A typical on-site assessment takes 4-5 days followed by a presentation of findings, projected benefits and ROI.

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