Continuous improvement and standardisation

Embedding process discovery and ensuring best practice

The challenge

Bovis Homes is one of the country’s leading home builders, building family homes across the UK for over a hundred years. With more than 1,000 members of staff, Bovis operate across seven regional businesses in the South, Midlands and North of England. Each regional unit is set up to make the best use of local tradesmen and local knowledge. This ensures the best locations are selected and the right mix of homes are constructed in each area to suit local communities.

Following a period of ambitious growth, where the company had almost doubled the number of completions, the business started to develop a number of operational challenges. These challenges resulted in longer than expected delivery with knock on effects of higher costs and a negative impact on customer service standards.

Rapid growth brings new challenges

To start putting the necessary improvements in place, the owner of internal process excellence needed to create a risk and control framework, minimum standards for best practice and an audit plan. However, following the rapid growth, there was no central standard for describing processes and procedures. Different parts of the organisation maintained different sets of documentation and not all of it was kept up-to-date.

Without a standard set of minimum best practices it was difficult to accurately test the organisation’s ability to deliver on its promises. This made it even more difficult to assess the real level of risk the business was exposed to. What’s more, there was little in the way of agreed best practices at group level with varying levels of collaboration between the regional businesses.

They turned to Liberty Spark, our process improvement and mapping software.

Having worked with several different tools in my career what I like about Liberty Spark is how clean the processes look and how key control points are clearly shown in the relevant place. It has a really nice look and feel, it’s easy to use and really quick to capture processes along with related policies and control points. This makes it very accessible to the widest possible audience.”

Chris Jones

Group Head of Internal Audit and Risk, Bovis Homes

The solution

“Liberty Spark has the ability to take complexity away from the resulting diagram while retaining all the necessary detail. It makes it easy to communicate and share standard processes and key control points.”

Chris Jones

Group Head of Internal Audit and Risk, Bovis Homes

The result

  • Process information is much more accessible, enabling the team to share best practice out of the regions
  • Improved benchmarking of performance, leading to further improvements
  • The organisation is more agile and adapts easier to changes
  • With a standard set of minimum best practices and SLAs, it is much easier for Bovis Homes to accurately test their ability to deliver on their promises.
Hear it for yourself
High and consistent levels of quality and customer experience

This approach has ensured that strict standards for health and safety continue to be met. Operational costs are carefully controlled to ensure affordability of homes. At the same time, high and consistent levels of quality and customer experience are maintained, which are essential to the brand.

Impact

More

accessible data

Improved

benchmarking of performance

Agile

the business adapts easily to changes

Elevate your organisation’s efficiency

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