Lean Consultancy

Tender description

Key, strategic themes for Stonewater are Business Excellence and Customer Experience. By operating efficiently, we can provide more affordable housing, and having effective and consistent services will improve the customer experience and satisfaction with our services. In 2018 Stonewater carried out a Lean review of its Income Collection processes and in 2019 there is a strong desire to focus on the other priority operational service delivery areas of Responsive Repairs, Lettings and Complaints Management. In April this year, Stonewater undertook an internal restructure to form a Customer Experience Directorate focussed on creating a customer centric organisation, which puts our customers at the heart of how we design and deliver services. Lean reviews of key service areas will ensure we design efficient, consistent processes across all the teams who contribute to the customer experience. Stonewater's Lean review of Income Collection was a single procurement exercise to fulfil a 'proof of concept' approach. We now wish to deliver a further series of lean reviews in 2019/20 and seek to appoint a lean consultancy partner to deliver this phase. We are looking for consistency of delivery and economies of scale across all 3 reviews, and if possible an element of alignment with the lean methodology used for the income review. At this stage of our lean journey we are not looking to implement an organisation wide lean cultural transformation, although we do expect that the teams involved in the 3 functional reviews learn lean principals and tools to apply to local continuous improvement. The selected supplier should therefore look to work closely with those individuals to provide the tools required for this continuous improvement journey.