Our approach to Lean Sally Keill Jim Wilson

Our approach to Lean Sally Keill, Jim Wilson Morgan Sindall

What is Perfect Delivery? A Continuous Business Improvement strategy Based on evaluation of feedback from our Customers Our philosophy

Perfect Delivery Customer’s needs Improve Perfect Delivery Report Measure

Perfect Delivery To provide focus to our philosophy, our customers have identified five tangible measures, which we call our Customer Commitments:

Perfect Delivery - where it came from. .

Perfect Delivery = Lean • Our Perfect Delivery philosophy helps us achieve Lean • • Lean is a philosophy Lean has a focus on culture and ‘perfection’ • Lean uses performance data to drive improvement • Perfect Delivery captures performance Lean tools and techniques help to add value for our customers. •

Perfect Delivery = Lean • Lean Committee led by our Perfect Delivery Director, Rob Frank • • 2 day Lean Foundation training 1 day ‘on site’ training • Ad-hoc collaborative planning workshops • Lean Practitioner and Master Practitioner training

How do we know if we’ve achieved Perfect Delivery? - our customers tell us Aviation Rail

• Identify Customer key objectives • • Construction phase Project reaches Practical Completion • Perfect Delivery sign off • Customer Experience Questionnaire Reported in monthly board reports Reported accounts • • % achieved Perfect Delivery measurement Business Unit

Recognition and Reward

Benefits Delighted Customers Recommendation & Repeat Business Attracting & Retaining Talented People. Long Term Job Security WORLD CLASS Improved Financial Performance Improved Working Relationships Recognition and Pride

Q&A Sally Keill, Jim Wilson Morgan Sindall