Enlighten’s transformation program 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 organization to ensure that the behavioral 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

Organizational 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

Open the project and begin loading activities, standards and organizational structure into Enlighten Software

The formation of a team’s Activity List is an important foundational step in the first weeks of the Enlighten Transformation, as it helps determine where to focus value added assessments and how to map incoming data from other systems to capture volumes. This data is then used to calculate workloads, set up base data for forecasting and measure performance. Along with the Activity List, the activity standards, the organizational structure and staff members are set up in Enlighten.

Weeks 3&4: Benchmark

Ascertain historical performance

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

Insights The Inherent Flaw of Using Averages

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Weeks 5&6: Begin Training

Train managers on new performance metrics and methodologies (10 sessions)

On a staggered schedule, managers will attend structured face-to-face training sessions during the program. The training sessions include interactive activities to ensure engagement during the sessions and assessments at the end of each session 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 personalized one-on-one coaching as required. 

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Weeks 7&8: Activate Metrics

Everyone begins using Enlighten Software

Once the initial build has been complete in Enlighten, the business can start utilizing the system. Training is now well underway and performance metrics should be starting to populate. Managers begin putting the newly learned disciplines into action and team members start using the software on a daily basis.

On-the-Job Coaching

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

Weeks 9&10: Communication

Begin daily team performance reviews

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. 

Energize 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 lost time will continue to occur and never 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 prioritize 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 workload manage them. Introducing managers to a structured weekly planning process helps them organize 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

Reinvest some 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 - reduce it, or remove it from the business. This is called creating capacity (time becomes available as waste is 'cleaned up') which can be 'reinvested' back into the business. For example, 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

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Weeks 17&18: Develop Proactive Behaviors

Introduce long-term forecasting and planning

Introducing managers to the process of building a quarterly long-term plan encourages them to think further ahead than just one week and allows them to be structured and consistent in areas such as leave planning, management backlog, training and recruitment. At this stage of the project, the forecasting methodology is also introduced, prompting even more proactive behaviors. 

Balance Workloads

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

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Weeks 19&20: Completion

Benchmark performance to project targets

Measuring business performance and setting targets are important principles when helping a business to grow. Measuring the correct metrics in order to effectively gain a snapshot of performance is key. The business needs to determine what their Key Performance Indicators are. 

In the final weeks of the project, the project team works closely with the business to determine Key Performance Indicators (KPIs) and to ensure that appropriate targets are firmly 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 utilizing performance metrics to motivate and manage, thus contributing to improvement throughout the wider organization 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 review management practices and tools. The typical on-site assessment is 4-5 days followed by a presentation of findings, projected benefits and ROI.

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