We split the review into three distinct phases:
Diagnostic
A demand analysis was conducted and key processes across the team mapped to identify areas for improvement. Key issues identified included a lack of definition of the Housing Manger roles leading to them dealing with 45 different categories of housing issues, a high level of demand from colleagues and a high level of failure demand
Redesign
We defined the core purpose of the team, set up an Information Centre and redesigned a number of key processes to eliminate waste activity and enable the Housing Managers to better manage value activity
Implementation
An action plan was developed to implement each of the redesigned processes and incorporated into an overall activity planner for the Housing Managers to align various activities in which they were involved.