Friday, 7 July 2017

Don’t Let Efficiencies Pass You By


If you do the Twitter thing, follow me at @HousingITguy
or LinkedIn here https://uk.linkedin.com/in/tonysmiththathousingitguy



One of the primary laws of efficiency is do it once, do it right., have the information available to all who need it. Ask yourself, does this always happen in your organisation? If not, you are clearly doubling up effort, or creating waste during the delays created around hand-offs and hand-overs that inevitably happen.

The ultimate handover was in use between about 1920 and 1990, when many organisations had a concept called the ‘Typing Pool’. It was quaint, I will give you that. Also, because of the gender politics of those places, sexist. Here’s one below:



Staff (most likely men without an ‘assigned secretary’), would bring in handwritten notes, or a Dictaphone tape, for typing up, or from the early 1980’s consumption as ‘data entry’. Commonly this latter phenomena was known as ‘Key To Disk’. In my technician apprenticeship, I encountered this at GEC at Higher Openshaw Manchester. Actually, lord Arnold Weinstock’s fiefdom was the ‘General Electric Company’, although to many it was colloquially known as the ‘Go Easy Club’, sitting out another decade or so for a decent pension. But I digress…

I often encounter many processes where person A, takes notes on site, brings them into the office a day or more later, putting them in the tray of person B, who eventually does the original promised task, such as logging a workflow task, repair or initiating some other action.

Now just imagine if that was a note of rubbish to be cleared and it took three, maybe four days to action. That might cause the original resident who raised the image, to create a waste call into our service centre asking why your organisation is not on to it. There’s £6-10 of waste.

Now what if someone else had logged that request to clear the waste between those 3-4 days and it had been cleared already? Then in 4 days, we logged it again and on the Works Order, there was nothing to do. There we have  wasted probably another£30 on travel and time the operative or contractor, could have completed a more productive job.

By now the penny might have dropped, dear reader.

Empowering the original person in the chain to record the ‘transaction’ or ‘interaction’ as early as possible, is the way to grab those potential efficiencies by the nuts. Now that might mean giving those staff the right technology. In an ideal world, it might be a dedicated mobile forms solution. At worse it might be a full office solution (like access to a full Housing Management System), via Citrix or Thin Client on a 3G/4G connected laptop/tablet. Now the latter is clunky, needs an always on connection, there’s lots not convenient with it. However, the extra perseverance of that user, in logging that issue early, on that kit, may save 100-2,000% of that effort in follow-on costs.

Motivation needs to be provided, to that front line end user. Communication and training. Perhaps performance can be measured based on a number of the factors below:
•    Speed of logging issues directly into the system (i.e. logging WO’s, tasks etc)
•    Reduction in mileage claims
•    Increase in scheme/close visits
•    Increase in satisfaction levels in those schemes/closes
•    Decrease in complaints
•    Decrease in waste calls, coming into service centre etc.

There may be many more metrics you could dream up, in addition to these, I am sure.

To change cultures, it needs setting of targets, monitoring of performance, then use of carrots or sticks. Could these metrics be linked to bonus or annual salary increases? If not could they be linked to an organisational culture change, based on a well-coordinated communication plan?     

Is it time you stopped your internal efficiencies, passing you by chum?

Getting data correct is more a cultural than an ICT challenge. If you think I can help you with that challenge, please be in touch. http://acutanceconsulting.co.uk/acutanceconsultancy.htm  

Related Post: How up to date is your self-service? 


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I would be pleased to connect with you on LinkedIn - http://uk.linkedin.com/in/tonysmiththathousingitguy Message me with any issues or queries, you would like to be explored in this blog. We generally receive a couple of suggestions each month.

UB40 – Don’t Let It Pass You ByUB40 – Don’t Let It Pass You By.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009


Access a quick list of our Social Housing ICT blog posts here

Could we help you or your organisation? Our contact details are here , get in touch we will be pleased to chat about your problems and help with your organisation issues.

File Under: 360,1stTouch,4Js. , 07854655009 ,365Agile," """" ",,#UKHousing,#HousingDAY, #HomesForBritain,#InternetOfTenants, #Shout,1st Touch,3squared,Accuserv,Acutence,Aareon,Academy,ActiveH,AirWatch,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos, Asprey e-state pro,ActiveHousing,Asset Management,Aurora,Average IT Costs,App,Associates,ACL,Abritas,AMS,AX,aspireview,Agile365, BO,BPR,Browser Applications,Business Objects,Business Planning, Business Process Review,Business social networking, Blockwise, Block wise,BI,BancTec,BluTek,Bluebox, Castle,CBL,Cedar Open Accounts,Cx,Change,Cheaper Housing IT,Chics, CHR,Citrix,Civica,Clearview,CMS , CCS IT Keystone CCSIT,Civica Genero,Contractor Systems,CORE,CorVu,Cost Reductions,Covalent,CRM,Crystal Reports,CTI,CTX,Customer Relationship Management,Cashflow, COA,Coactiva,Codeman,Comino,Competitive Dialogue process,complex IT procurements,Component Accounting, Community Reward Services, Consilium, Consolidation, Consultancy,Consultant,Contact 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Management,Sunguard ,Surveys,Sx3,System alignment,Symatrix Human Capital Management, TonySmithHousing, Systemwise,SM,Sequoa,Serros,SP,Scout,score,Swordfish,Serengeti,SOTI,southview,Sunguard,Service Charges,Spotlight Service, Spotlightservice, SunAccounts, Social Housing Software Applications, Template,Task,Terminal Services, tonys , tonysm , tonysmi , tonysmith, tonysmitht, gotonysmith, tableau Business Dashboards, tonysmithth, tonysmiththa, tonysmiththat, tonysmiththath, tonysmiththatho, tonysmiththathou, tonysmiththathous, tonysmiththathousi, tonysmiththathousin, tonysmiththathousing,Tony Smith That,Tony Smith That Housing IT Guy,TonySmith that housing IT, guy,tonysmiththathousing, tonysmiththathousinguy,tony smith housing guy,sharepoint, share point, SHBVN, Three Star,Today,Total repairs,Tribal,Twitter,U2, tonysmith , tonysmiththat , thathousing , thathousingIT , thathousingITguy, TED,Tagish Casework,TP Tracker,Telecetera,Tagra,Trace, Totalmobile, Total Mobile, UniClass 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Saturday, 1 July 2017

My Mistakes Were Made For You

If you do the Twitter thing, follow me at @HousingITguy
or LinkedIn here https://uk.linkedin.com/in/tonysmiththathousingitguy



Do you make mistakes?

It’s a bit of a trick question in a way, as being human, we are fallible and mistakes are actually something we all do. How we manage or learn from them is really the key. Best selling authors have made fortunes writing and creating methodologies around that whole concept

Putting our mistakes aside for a moment, focus now on ones that create problems in organisational data. So often detail data brings down a lot of KPI’s and returns. Slow or missing repair order updates can distort performance. Poor void processes can exaggerate the cost of empty properties and boost average void days. A key SocialHousing KPI yardstick. I am sure you and fellow colleagues may know of many more local ‘hobby-horses’.

I was involved in a session with a group looking at better KPI’s and summary reporting quite recently. Not surprisingly some of those very problems came up.

If you were in a ‘Reporting’ or ‘Performance & Quality’ team, the first reaction I am sure, is to ‘fix the data’. I mean, who would want to report an average void turnaround of 14.5 days, when you knew sensibly that it was nearer ten days? That is what in many places, actually happens.

Bad data is filtered out, often users are chased to sort the data, so another cut can be taken. Your KPI team get there in the end. In many situations, the KPI team ‘fix’ the data, so the results look more like reality, or at least somewhat better.

In my world, I am unsure that is really the best strategy.

Like a teenager, who has his room tidied by their mother, rather than taking pride in it themselves, the problem gets moved upward. If your data is massaged by your KPI team, those users will never understand the value of getting data right, in a timely manner. The only way our staff will understand the value of data and getting it accurate, as much as possible, is that their own problems/errors are passed back to them to correct every time. Of course, after they have been educated in why getting it right is so crucial. 

A good example I saw a few months ago is poor data recorded when signing up and starting tenancies. Taking the default DOB (‘date of birth’ to you none hipsters..), as todays date in many (un-helpful) systems, to apply to the tenant (or joint tenant), causes all kinds of issues. Also setting the wrong member of the household, as the key contact. I have seen DLO staff, looking for primary school children to sign jobs off, on the doorstep. Wrong on too many levels to list here.

Can you guess how the above problem was solved?

Well, rather than the performance team defaulting ages to 18 if under, consider for a moment that legally, none of our tenants should be under 18, the fixes were pushed to the staff that got them wrong. If they had some to address, they got them daily by email, and it was explained to them why they received this stuff. The inference was that if you get it right first time, you will not be clearing it up later.

The truth to be communicated is that we are paid to be responsible, accurate and record stuff that all our colleagues will find useful and in many cases essential. That’s what we are all paid for, people. If that all goes into coherent systems, then maybe the KPI folk can just take a data cut on the 5th of the month, every month and that will reflect where our organisation is actually at.

Getting data correct is more a cultural than an ICT challenge. If you think I can help you with that challenge, please be in touch. http://acutanceconsulting.co.uk/acutanceconsultancy.htm  


Related Post: Should your projects be a race or a marathon? 



_/_/_/_/_/_/_/_/

I would be pleased to connect with you on LinkedIn - http://uk.linkedin.com/in/tonysmiththathousingitguy Message me with any issues or queries, you would like to be explored in this blog. We generally receive a couple of suggestions each month.

The Last Shadow Puppets - My Mistakes Were Made For YouThe Last Shadow Puppets - My Mistakes Were Made For You.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009


Access a quick list of our Social Housing ICT blog posts here

Could we help you or your organisation? Our contact details are here , get in touch we will be pleased to chat about your problems and help with your organisation issues.

File Under: 360,1stTouch,4Js. , 07854655009 ,365Agile," """" ",,#UKHousing,#HousingDAY, #HomesForBritain,#InternetOfTenants, #Shout,1st Touch,3squared,Accuserv,Acutence,Aareon,Academy,ActiveH,AirWatch,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos, Asprey e-state pro,ActiveHousing,Asset Management,Aurora,Average IT Costs,App,Associates,ACL,Abritas,AMS,AX,aspireview,Agile365, BO,BPR,Browser Applications,Business Objects,Business Planning, Business Process Review,Business social networking, Blockwise, Block wise,BI,BancTec,BluTek,Bluebox, Castle,CBL,Cedar Open Accounts,Cx,Change,Cheaper Housing IT,Chics, CHR,Citrix,Civica,Clearview,CMS , CCS IT Keystone CCSIT,Civica Genero,Contractor Systems,CORE,CorVu,Cost Reductions,Covalent,CRM,Crystal Reports,CTI,CTX,Customer Relationship Management,Cashflow, COA,Coactiva,Codeman,Comino,Competitive Dialogue process,complex IT procurements,Component Accounting, Community Reward Services, Consilium, Consolidation, Consultancy,Consultant,Contact Manager,Context,CIH,Chartered Institute Of Housing,Cadcorp,Cerrus Saturn,convergeOne,CACI,CPL, CRS Director, Deeplake,Development Systems,Accuserve,Document Management,Documotive,datasystems , Microsoft dynamics GP 2013, DynamicAI, Dynamic AI, ECMK,EDRMS,England, English,EnterpriseBI,ERP Systems,ERP,Elmhurst,Estatecraft,EDM,ESRI,Exponential-e, Finance, Financial Systems, Financials, Factorwise,Facebook ,Footprint,Fusion, Getting best from,gotonysmith, Grasp,Grip,GeoSolveIT,GIS,GGP,Genero,GCloud,G-Cloud,HouSys,Housing software,HFI (Housing Financials interface),HG,Housemark survey,Housing Blueprint,Housemark, HRA,housingtITguy,Housing Support Pro,HousingSupportPro,Housing Options,Hometeam, Housing Group,hotpixuk, HousingIT,hotpix,Hardware,Hitex,Housing Contact Company,housing predictive analytics, Impact Response,iPayPro,implementations,iRobot,In House,InHouse,In4,InMotion, InMotion2016, InMotion2015, InMotion2016 , Exhibition, conference,Housing Management Consultant,Housing Management Consultants, Infoflow,Information Technology,Informix,inHouse,in-house workforce,Information@Work components, Innovation,Inside Housing,Internet Portal,Internetalia,Information Management Server,IMS, Invu,Ireland,Irish,Inphase , IT Budget,IT Training,iWorld, Innovation Group Apex,ITIL, In4Systems Promaster,IT,Insight, iSupport,iSupportPro, Keylogic,Keystone,Kirona,Kypera,Keypera Hometeam,Keyfax,Ledgers,Linkedin,Locality,Liquid Voice,MD ,Mr Void , MrVoid, Measuring Change,Mebus,Miracle,MISCS,mDesign,mobile functionality,mobile platform,Monopoly board images and pictures, Montal,MS Dynamics,MS Dynamics CRM2011,Miracle Software,MDM,Management,CRM2013,Reporting,MI,M3,MIS,MIS-AMS,Mobysoft, Northgate Codeman,Neighbourhoods and Communities,NPS,NPS Housing,NPS CRM,NPS Job Manager Mobile, Northgate,Notice,NROSH,NINTEX,NINTEX workflow,Natural Forms,Nintexworkflow,NPS ASSIST, OA,OGC Buying Solutions,Ohms,OJEU Limits,OmFax,Omniledger,Open source software,open tender,OpenHousing,Opti-time,Oracle,Orchard,Optitime DRS,Outsource and outsourcing,OpenContractor,ORS,OneServe, PIMMS Data Systems, Paloma,performance management systems,PfH, Pick,PIMMS,pimms4communities, Planned maintenance,People Value,Plus, Peoplevalue, PM,Progress,Promaster,Proval,Pyramid,PRINCE2,prince,Pamwin,PlanForm, Propoints, Pro-Points,predictive analytics for housing, QL,QLX,Quiss,Qlikview, QueryView,Queryview reporting,Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC,RobotAutomation,Rave Technologies (India) PVT Limited, Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865, Saffron,SAP,Scots, "Social Housing IT",Social Housing ICT, Scottish,Scenario, Scotland,SDM,sector,TonySmithHou,Safron,Server Virtualisation,servicing, Servitor,Sharepoint, Simdel,Simdell,SimPro,Sim Pro,Slash and Burn,Social Media,Software,SQL Open Housing,SQL Reporting Services,SQL reporting services,SQL Server,Star rating,Stores and Stock,Strategic Asset Management,Sunguard ,Surveys,Sx3,System alignment,Symatrix Human Capital Management, TonySmithHousing, Systemwise,SM,Sequoa,Serros,SP,Scout,score,Swordfish,Serengeti,SOTI,southview,Sunguard,Service Charges,Spotlight Service, Spotlightservice, SunAccounts, Social Housing Software Applications, Template,Task,Terminal Services, tonys , tonysm , tonysmi , tonysmith, tonysmitht, gotonysmith, tableau Business Dashboards, tonysmithth, tonysmiththa, tonysmiththat, tonysmiththath, tonysmiththatho, tonysmiththathou, tonysmiththathous, tonysmiththathousi, tonysmiththathousin, tonysmiththathousing,Tony Smith That,Tony Smith That Housing IT Guy,TonySmith that housing IT, guy,tonysmiththathousing, tonysmiththathousinguy,tony smith housing guy,sharepoint, share point, SHBVN, Three Star,Today,Total repairs,Tribal,Twitter,U2, tonysmith , tonysmiththat , thathousing , thathousingIT , thathousingITguy, TED,Tagish Casework,TP Tracker,Telecetera,Tagra,Trace, Totalmobile, Total Mobile, UniClass 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