People Ops – Maturity & Improvement Delivery Framework
X Weeks
X Weeks
X Weeks
X Weeks
X Weeks
Pilot Changes
Roll Out
Control
Future State Design signed off
Agreement to roll out
Stakeholders & Sponsor engaged
SMEs in place
Scope confirmed
Systems and capabilities Identified
High level current state process understood
Training / Comms Plan developed
Governance processes established - gate
Voice of Customer understood
End to End Value Stream mapped
Improvement opportunities identified
Quality & risk issues documented
Future state value stream designed
Process Ownership Model and KPIs designed
Change & Improvement plans developed
Illustrative Timeline
Stabilising Improvements:
Stablise & improve elements of the process through implementation of tactical “quick win” opportunities
People
Skills &
Capabilities
Process
Improvement
Customer
Performance
Management
Phase Sign Off
Phase Sign Off
Phase Sign Off
Phase Sign Off
Phase Sign Off
Prepare
Diagnose
Design
Implement
Sustain
Tactical Improvements – Managed on backlog by Process Owner
Quick wins, low cost, easy to implement changes, BAU / incremental changes
All major People Ops projects that involve improvement or delivery should be defined using this framework or tailored to provide clarity on outcomes, impact and timelines. For small scale projects or improvements, People Ops will utilise stand-ups, backlog management, data insights and comms to rollout change.
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People Ops – Maturity & Improvement Delivery Framework
X Weeks
X Weeks
X Weeks
X Weeks
X Weeks
X Week Timeline
People
Skills &
Capabilities
Process
Improvement
Customer
Performance
Management
Phase Sign Off
Phase Sign Off
Phase Sign Off
Phase Sign Off
Phase Sign Off
Prepare –
Prepare, define and train
Diagnose – Analyse current state
Design – Develop future state vision
Sustain – Sustain and handover
Determine key customer requirements
Prioritise customer satisfaction drivers
Define scope
SIPOC
Problem Statements
Review ongoing change activity
Establish governance process
Onboard SMEs
Engage all stakeholders
RACI
Design Principles
Define what the customer values at a process level
Agree and baseline customer centric KPIs
Analyse cost of process
Create Value stream map / swim lanes
Understand current business metrics and baseline
Host workshops to gather insight on pain points / requirements
Analyse and prioritise insights gathered – themes / affinity diagram
Root Cause on process failure
Comms Plan
Audience Persona Definition
Identify opportunities to increase customer / process value
Perform ECRSS Analysis
Create future state value stream / swim lanes
Define future state KPIs
Design process improvements
Create business change story and communicate
Finalise transition to process owner where appropriate
Sign off Project with Sponsor
Review lessons learned and update project delivery approach
Commence process confirmation
Develop standard operating procedures
Commence daily problem solving
Implement performance & KPI tracking
Deliver Training & Education
Backlog any additional improvements – tactical / strategic
Implement – Implement and demonstrate impact
*Whilst this depicts a comprehensive process framework to be considered, depending on the complexity of the project, not all the outlined steps will always be required.
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