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Case studies

From government to private clients, we’re shaping the future of many Australian organisations.

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SERVICES:
People, process and optimisation
INDUSTRY:
Government

Providing independent Workplace Investigation services in the context of current and evolving legislative requirements

Senior Managers in public sector organisations are facing considerable practical challenges in implementing measures to reduce and prevent corruption in their agencies. By choosing to engage an independent investigator, agencies are seeking a fair and unbiased process, guided and managed by consultants who have a depth of experience designing and managing investigations based on complaints about individuals or serious systemic issues. Background The challenges our Workplace Investigations clients are grappling with include: An increased volume of complaints that require management enquiry or workplace investigation An increased need for capacity and specialist skills to undertake workplace investigations Minimising the impacts of an investigation on the people and workplaces involved Ensuring the quality of the investigation meets regulatory standards and scrutiny Using investigations to prevent corruption by identifying actionable risks and control measures during the investigation process. Our Approach We start by working closely with our clients to understand the complaint and design an investigation pathway that follows procedural requirements towards a practical outcome which is appropriate to the agency. We are flexible to changing needs as an investigation progresses, with the ability to scale up or down as required. We lead and manage investigations or provide coaching and advice to an internal investigation team. The skills our consultants bring to investigations include: Interpretation of legislative acts/statutes/directives to design process paths for investigations Project management skills to sequence events and alter according to the course of the investigation Strong industrial relations and human resource management knowledge Stakeholder engagement Interviewing with objectivity and sensitivity Data collation and analysis to present objective findings, identify risks and recommended actions Active identification of prevention opportunities Coaching and mentoring Mediation Our consultants are also often asked to remain involved in the delivery of investigation recommendations and implementation of prevention measures including training and coaching. Who we support In Queensland, Prominence is an accredited provider in the Workplace Investigations category under the Standing Offer Arrangement, QGP0050-18, Tranche 2 Human Resources. Our consultants have worked across a number of federal, state and local government agencies, as well as in the private and not-for-profit sectors.

SERVICE:
People, process and optimisation
INDUSTRY:
Defence and Industry

Building organisational capability in business process improvement and innovation using Lean

Embedding lean thinking and practices in complex organisations requires a sustained effort to build capability and drive adoption and cultural change. This case study demonstrates how Prominence helped build lean capability and drive process improvement outcomes through a three year program of project facilitation, program design and coaching. Project background Our defence industry client needed to address a large number of processes to improve service delivery and achieve cost savings. They had a process improvement program based on Lean methodologies and required support to facilitate Lean projects, refine the methodology over time and design new capability building activities. Internal marketing of the innovation program to senior leaders and managers was also needed to promote benefits, achievements and alignment with strategic direction. Our approach Prominence provided highly experienced Lean and Six Sigma specialists to support the client with both expert advice, design and facilitation of business process improvement initiatives. This included: facilitating Lean and Lean Six Sigma projects – to deliver process improvement outcomes with staff and key stakeholders through the learning and applying of Lean skills and ways of thinking providing Lean Six Sigma training embedding learning and building capability through delivery of a practical Lean Coach the Coach program to guide new internal facilitators strategic review and updating materials for Lean project workshops designing an initiative to develop knowledge and skills of current and potential process improvement champions benefits realisation and ROI assessment of selected projects development of an internal program marketing plan and collateral The following skills were critical to meet client objectives: strong program and project management flexibility and responsiveness ‘fit for purpose’ solution design to match business maturity collaborative and integrated team approach rapid assimilation of client’s operating environment and culture Results Our client reported significant benefits from the Lean projects in financial and non-financial indicators including quality, consistency, timeliness, accuracy, visibility, waste reduction. The majority of projects achieved a significant return on investment in the short term. Feedback also showed that people were applying the knowledge, skills and ways of thinking to other work they led and managed. These results were achieved through Prominence’s hands-on delivery of: over 20 Lean process improvement projects Green Belt training, certification and coaching over a 6 month period to leads for 12 Lean Six Sigma projects Yellow Belt course delivery and certification for project team participants a review of processes for capturing ROI and benefits realisation information and development of improvements including process elements, tools, templates and training workshop multiple innovation champions workshops across Australia

SERVICE:
People, process and optimisation
INDUSTRY:
Health and Communities

Redesigning corporate support for new clinical services and models of care

Lack of alignment between frontline service delivery and corporate support is a common problem organisations face after an amalgamation takes place. This case study demonstrates how Prominence helped a healthcare client tackle a comprehensive organisational design review four years post amalgamation. Project background Our client delivers healthcare services to rural and remote communities spread over a large geographic region. They needed to understand the current state of their corporate services and support functions to identify gaps and insufficiencies. This created a foundation for the design of a support model that was better aligned to clinical service capability and models of care. Our Approach Prominence assembled a team of consultants with practical working knowledge of the client’s operating environment to undertake: Engagement with 60+ clinical, non-clinical, executive and management personnel Current and future state exploration and gap analysis using an organisational design framework Collaborative and integrated development of future structure options Analysis of location options for corporate functions Assessment and advice on enabling functions and incoming ICT system implications on Corporate Services resourcing and role requirements Implementation planning The objectives were met by applying the following skills Data analysis Organisational review, design and restructure Stakeholder engagement Risk assessment Cost analysis Transition and change planning Results Working closely with our client’s Executive team, Prominence consultants delivered the following results: Recommended corporate services organisation and reporting structure for each clinical service capability and model of care scenario Cost analysis of recommended organisation structure Detailed risk assessment A phased implementation plan to provide a pragmatic and sustainable approach to change Executive team ownership and confidence that the solution was robust and built to accommodate future change    

SERVICE:
People, process and optimisation
INDUSTRY:
Health and Communities

Using Lean thinking to target and achieve short term improvements in Patient Off Stretcher Time

How did Prominence help an Emergency Department with consistently poor transition time for patients arriving by ambulance to find and implement improvements in an 8 week timeframe? Project background Our client had over 250 emergency department presentations per day with 25% of these arriving by ambulance. The Hospital needed to identify short term ways of alleviating the problem while waiting for an increase in bed capacity. Emergency Department Patient off Stretcher time (POST) was the measure chosen for a lean improvement project. Our Approach Working with senior managers and a large team of stakeholders including Ambulance Service representatives, Prominence consultants undertook: Extensive stakeholder engagement with clinical and administrative leaders and ambulance personnel Review of current key performance measures On-site observation and value stream mapping of current processes Identification of “quick win” actions for approval Monitoring of immediate “quick win” implementation Development and trialling of top solutions requiring more detailed planning Continuous advice, coaching and support to the team during quick win implementation and solutions testing Project debriefing and future action planning The objectives were met by applying the following skills: Lean and six sigma business process improvement methodologies including value stream mapping, root cause analysis and problem-solving Stakeholder analysis Staff surveys and analysis Workshop planning and facilitation Change leadership and management Results At the end of an intensive 8-week collaborative team effort, Prominence consultants recorded the following improvements: Workflow interruptions were reduced through improved communication between team members and better use of communication systems and procedures Entry, exit and workflow was improved by the creation of an ordered triage area with better signage and location of equipment Improved and standardised triage and Administrative Officer workflow An overall outcome of improvement in Patient Off Stretcher Time (POST) over the course of the project, and strategies in place to continue improvements

SERVICE:
People, process and optimisation
INDUSTRY:
Government

Adapting business model and strategy to strengthen customer focus

How did Prominence help a government business unit that provides commercial services to the public and private sector to future-proof itself and adapt to the ever-changing needs and expectations of the community, stakeholders and customers? Project background Our client provides specialist training and advice to help business and industry respond to emergency situations. They required a market analysis and an internal capability review with the aim of developing a new business model and new business plan. Our Approach Working with the organisation’s leaders, we hand-picked a small consulting team with relevant experience and cultural fit. Prominence consultants undertook: Extensive interviews with the team, including executive leaders Stakeholder engagement, utilising the business model canvas approach, to enable the collaborative development of a draft operating model and organisational structure options Data analysis to identify internal capability gaps, growth opportunities Design and analysis of a customer engagement survey Market analysis to verify key themes and validate operating model options Desktop research to validate potential growth opportunities through expanded market segments Development of recommendations and engagement with key stakeholders to verify thinking Coaching to prepare the business unit leader for a Board presentation on the proposed new business model and structure. Coaching the team to change the language used when promoting the business unit internally to align with organisational strategic objectives Results Recommendations and an implementation plan developed collaboratively with our client were taken forward to and approved by the organisation’s Board of Management, setting the agenda for a more detailed reform project. Key outcomes included: Internal capability analysis Updated organisational structure with proposed staff roles defined Market and customer survey data analysis with growth opportunities identified Key performance measures defined New business model and implementation roadmap

SERVICE:
Strategy and planning
INDUSTRY:
Government

Defining a digital transformation project through stakeholder consultation and analysis

Optimising the collection, storage, analysis and reporting of data to support team efficiency and customer experience is a common challenge for government agencies. Investment decisions to transform requires unpacking of complex legacy systems and rigorous consideration of the desired future state. This case study demonstrates how Prominence helped a government client define requirements and recommendations for a digital transformation project. Project background Our client contributes to economic growth and productivity initiatives. The quality of datasets held and managed by the agency is critical to their role and service delivery. These datasets and associated reporting were managed via multiple legacy systems including outdated databases, excel spreadsheets and other manual processes. Our client required a review of the current state; risk and opportunity assessment and collaborative development of a future state position. Our approach Working with senior management, Prominence consultants undertook: Extensive stakeholder engagement Detailed analysis of inputs, systems and outputs for current state Liaison with similar agencies in other jurisdictions on their systems and lessons learned SWOT Analysis Co-design workshop with key stakeholders to establish a future state specification and hierarchy of needs Detailed design of future state inputs, systems and outputs and a roadmap to success Preparation of a draft investment proposal to seek approval for business case development The skills used to meet the project objectives included: Facilitation Blueprinting Stakeholder consultation and management Benefits realisation ICT project understanding ICT investment proposal development Results Prominence delivered a comprehensive and consultative process that gave the agency a robust information base to move forward with their investment proposal and business case development. The client also decided to extend the scope of the project to take a wider view of datasets gathered by the agency. During the project we identified a critical issue with the current system that could impact business continuity, adding further weight to the client’s case for change.  

SERVICE:
Strategy and planning
INDUSTRY:
Government

Engaging employees in a people-centric approach to strategic and operational planning

Involving employees at all levels of an organisation in strategic planning gives individuals a clarity of purpose and context for how their work contributes to the big picture. Giving everyone a voice in a large organisation sounds daunting, but can be overcome with a well-designed strategic planning framework. This case study demonstrates how Prominence designed and managed a people-centric approach to strategic planning in a government agency to build alignment between leadership and all levels of management and staff. Project background Our client contributes to growth and productivity initiatives. Historically they had used a range of approaches to strategic and operational planning and required a new methodology that drew on best practice, contemporary approaches. Our approach Prominence consultants undertook: Review of strategic planning history, previous feedback and internal alignment Collaborative co-design of the strategy planning process and direction with senior executives Deep staff consultation and engagement Design, testing and refinement of a four year strategic plan with senior executives over several internal sessions. The project objectives were met by applying the following skills: Strategic planning process design Application of a full range of consultation tools including executive interviews, workshops and survey instruments Interpretation and synthesis of the strategic implications of consultation Facilitation of detailed internal working sessions with line managers Strategic plan design. Results Prominence consultants delivered a new framework for strategic planning, together with a 4 year plan that responded to a number of priority issues identified through the process including: alignment with a myriad of internal review documents including internal audit findings developing approaches and templates for the next level of implementation planning and operational planning to respond to strategy understanding employee views of potential future directions and feeding this back to executive leaders for consideration in the Plan.

SERVICE:
Market facilitation
INDUSTRY:
Other

Assessing market opportunities to grow a ready meal business

Understanding the dimensions and complexities of a new market opportunity is a challenge for small business owners to balance with ‘business as usual’ workload. This case study outlines how Prominence supported an SME with an AusIndustry grant to investigate and chart a strategy to enter a new market by leveraging capability in similar markets. Project background Our client in the catering and cooked chilled food production market was seeking access to new markets to replace lost contracts and drive future revenue growth. They required a detailed market analysis to identify the most attractive market opportunities and key business capabilities needed for success. Our approach Working with the business owners and key staff Prominence consultants undertook: Analysis of the current “ready meal” consumer market for trends associated with growth, segmentation, competitiveness, consumer demand and other key success factors. Establishing the criteria for market attractiveness and applying this to market data to identify the most attractive direction. Determining consumer reaction to the proposed new ready meal products Identifying key strategies for market entry by way of product development, distribution, pricing and the range of selling and promotional activities. Providing key assumptions (revenues and costs) as inputs into forward financial projections. Prominence assembled a small consulting team of market strategists and industry experts to apply the following skills: Secondary data analysis Direct market investigation of the fresh ready meal market Conducting consumer focus groups Applying technical knowledge of food production and packaging Applying knowledge of online retailing, partnering Results Prominence’s expert analysis and advice led the client to identify most attractive path to market, taking into account their funding constraints. A high-level implementation plan was also provided to pilot and fine-tune the strategy and approach.

SERVICE:
People, process and optimisation
INDUSTRY:
Government

Strengthening capacity and capability to meet new organisational challenges

Rapid increase in demand, work complexity and community expectations are common issues facing government agencies. These challenges can often result in workplace stress and failure to meet operational benchmarks. This case study demonstrates how Prominence helped one of its clients overcome these cultural, operational and environmental challenges. Project background Our client is part of the justice and dispute resolution system. They required an organisational review to strengthen their capabilities and capacity to deal with increasing workload pressures and build a more cohesive, supportive team culture. Our Approach Working with senior management, Prominence consultants undertook: Extensive stakeholder engagement and current state analysis Collaborative development of structural options Implementation planning Coaching of leaders to share findings with the wider team Support for senior leaders to prepare submissions to fund measures included in the implementation plan The objectives were met by applying the following skills: Organisational review including current and future state and gap analysis Organisational development Risk and benefit analysis Leadership development program scoping Stakeholder and relationship management Change management principles Coaching and mentoring Internal communications Results Prominence consultants delivered a range of outcomes to help senior leaders set the transformation agenda including: A comprehensive report on workforce climate and organisational structure Ownership of the findings by senior stakeholders across the organisation Implementation Plan bringing together business alignment and talent management activities across four priority areas – performance, alignment, capability and engagement Consistent messaging from the leadership team to employees about report findings and implementation measures Quantitative and qualitative data to add weight to funding submissions to assist transformation efforts

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