VISION: Optimising Business Processes and Systems to support the delivery of excellence.

Our BCI department continually focuses on a solutions mindset to ensure tomorrow is better than today for our customers, people, and stakeholders.

We work collaboratively across all areas of the business and with our customers to deliver the most optimal processes to enhance performance and profitability for all.

Cameron Courtney, Head of Business Continuous Improvement, and Kataraina Natua-Moetaua, Manager of Business Continuous Improvement, comprise our Business Continuous Improvement (BCI) team. Kat joined our Customer Services team in 2016, and Cameron joined as a Business Manager in 2021. Both were excited to move into their BCI roles and have a passion for further developing SCS’s continuous improvement strategy.

Our BCI team uses a combination of Lean Six Sigma methodologies and tools (such as DMAIC | 5 WHYS problem solving) to challenge how we operate and look at how waste can be removed from our processes. Often, this includes working with our IT team to implement system-driven enhancements coupled with robust training deployment using our world-leading Organisational Excellence Platform (People and Tasks (affectionately known as Pat).

PaT encompasses reporting, information repositories, performance management, time management, communication, training, and project aspects, all supported by a structured framework.

Mapping Algorithm

We have developed a new framework called the Recursive Organisation SD Map Algorithm, which we are rolling out to all our people. This is the blueprint for building an organizational structure in PaT (SCS’s Organisational Excellence Platform) encompassing reporting, training, strategy, projects, etc. This new framework will bring everything and everyone into alignment with the same system and to a high commercial and professional standard.

A few projects/initiatives our team has on the go now:

• Revitalising our Lean Six Sigma and 5S framework and training material and in-person training workshops for re-rolling out across the entire organisation.
• Fire & Brimstone – essentially a repository for system-driven innovation ideas to be framed up, prioritised, and developed by our IT team.
• Enhancing our business real-time visibility and analytics.
• Boosting our suite of KPI reporting tools available to our customers through our customer portal.
• With support from our IT team and Business Managers, we are undertaking several projects to optimise the way we do business. The intention is to reduce waste in our business, thereby improving the service we provide our customers and making life easier for our staff.