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Case studies

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

Latest

SERVICES:
Strategy and planning
INDUSTRY:
Health and Communities

Navigating complexity to chart the future direction of a childcare organisation

An increasing range of government legislation and regulation, labour force reform and significant changes to market demand and supply are key challenges faced by the childcare sector. This case study outlines how Prominence helped a provider develop a strategy to address a range of growth opportunities and performance challenges. Project background Our client provides a range of childcare services from 140 locations to 20,000 plus families. As part of a larger non-profit community services organisation, strategic planning was influenced by a number of internal and external factors. Our brief was to consult widely to fully understand the changing environment and test stakeholder interest in new ideas and thinking. Our approach Prominence facilitated a 3 year strategic plan using a framework devised with the client’s Executive Team that reached 1000 staff in the consultation process. Elements of the approach included: Early identification of strategic issues to explore and test in consultation Analysis of business performance Consultation via group sessions and individual interviews Analysis of consultation and implications Taking account of higher order organisational strategy and previous plans Collaboratively shaping the Strategic Plan with the Executive Director Creating a governance tool to guide management activity and Executive oversight The following skills were critical to meet client objectives: Consultation design, implementation and analysis Financial and operational analysis Interpretation of strategic implications of the consultation/analysis outcomes Feedback presentation for staff engagement Co-design of strategic plan Client empathy and mentoring of executives during the process Results The strategic planning process successfully navigated a number of operational and leadership constraints to chart a future strategy. The plan included consideration of “making it happen” tools and processes in key areas of structure, operations and human resources. The organisation was able to move quickly into implementation and empower the team to align their operational plans.

SERVICE:
People, process and optimisation
INDUSTRY:
Government

Program management to procure fit for purpose aviation assets

Renewing government owned aviation assets is a complex procurement task requiring specialist knowledge which is usually beyond internal procurement capabilities. Effective program management of aircraft sourcing is an investment in long term operational excellence. This case study outlines the role Prominence played in a government aviation asset renewal program. Project background Our government client required specialist program management to renew three aviation assets including procurement and disposal. Our client had specific outcomes to achieve through the renewal program including standardisation of assets and specialised fit out. They also required a high level of transparency and information sharing with multiple Government stakeholders throughout the lengthy process. Our approach  Prominence was engaged as Program Manager and assembled a small expert team to deliver the following: Strategic planning – detailing program objectives and timeline, analysis of funding mechanism and stakeholder functions Procurement, delivery and entry into service of the new aircraft Disposal of the replaced aircraft Due diligence and acceptance process for the new aircraft Fitout program delivery Entry-into-service delivery process The following skills were critical to program delivery: Aviation industry expertise Aircraft procurement experience Program management expertise Strategic thinking and analytical skills Stakeholder and relationship management High level negotiation skills Results Over a two and a half year period, Prominence completed the successful renewal of three aircraft in line with Government objectives. We were able to make adjustments to the program in key areas including contract execution, production and fitout to still deliver the program on time and on budget. Prominence also delivered the first Asset Management Plan for the government agency responsible for aircraft operations.

SERVICE:
People, process and optimisation
INDUSTRY:
Government

Managing Workplace Health and Safety risk with targeted training and capability building

The changing workforce profile of large government agencies is challenging the effectiveness of health and safety training and capability programs. This case study outlines how Prominence helped a client reshape a program for a high risk employee group to keep them safe and well at work. Project background  Our client, one of Queensland’s largest public sector employers, had identified an occupational group that sustained higher rates of workplace injury, claims and absenteeism due to injury compared to other groups. They required two risk prioritised training and capability programs to be developed. The target group was characterised by low literacy and a high representation of employees from non-English speaking backgrounds. Our Approach Prominence brought together a team of WHS and training experts with wide ranging industry experience, knowledge of adult learning principles and a passion to make a difference. The rigorous project methodology included: Detailed training needs analysis for all roles in the target group Gap analysis against existing training activities Development of training program framework and training content to cater to audience needs Design of Train the Trainer program including competency assessment for trainers Delivery of training pilot and rollout Training needs analysis for WHS advisors to increase strategic capability in the system To deliver the training and capability program our consultants applied the following skills: Training analysis, strategic advice and program development WHS policy, risk assessment and prioritisation Navigation of complex public sector environment with multiple levels of requirements and regulations Facilitation Stakeholder engagement Project management Results Two training programs including all materials and Train the Trainer programs were developed to create a consistent and measurable approach across the State. Prominence trainers then delivered the program to 2,600 employees across Queensland in 88 training sessions. During the project our team identified opportunities for continuous improvement in relation to WHS more broadly, contributing to the ongoing development of the client’s safety culture.

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

Maturing internal service delivery through a Service Level Agreement

The delivery of asset maintenance services from a centralised hub to a network of healthcare facilities needs well defined and agreed governance arrangements to function efficiently. This case study describes how Prominence helped a client to mature its delivery model through the design of a Service Level Agreement. Project background  Our client was an internal service provider of health infrastructure engineering and maintenance services supporting six major hospitals and a large number of community based facilities. Transformation of their service delivery model from a decentralised to centralised budget and team was already underway. Our client needed a comprehensive governance document to articulate their scope of services for internal clients, reset client expectations and describe the responsibilities of both parties to underpin efficient service delivery. Our approach Prominence worked closely with senior leaders through a consultative and iterative development process that included: Stakeholder consultation to understand the unique infrastructure issues and operating requirements of each facility Analysis of policy, standards, regulations, design and asset management guidelines to define a core scope of services Creating a prototype Service Level Agreement for testing and iteration with senior stakeholders Deeper engagement with Facilities with complex needs Adapting the Service Level Agreement to local requirements The objectives were met by applying the following skills: Stakeholder consultation and management Complex problem solving Research and analysis Governance design Results The Service Level Agreements delivered by Prominence laid the groundwork for our client to manage its services and client expectations with improved clarity and structure. The agreements documented a standardised approach for the healthcare network which was flexible to accommodate the unique operational requirements of internal clients.

SERVICE:
People, process and optimisation
INDUSTRY:
Government

Building high performing executive teams

The case for investing in advice to build a high performing team remains very strong for all organisations, particularly with the changing nature of the workplace and how work is done. By choosing to engage an independent facilitator to help a team lay the foundations for high performance, organisations are introducing a level of objectivity. This can be critical to ensure that team members don’t overlook dynamics or behaviours that might lead to team dysfunction. Background The objectives our Team Building clients are often looking to address include: Helping new teams get to know each other Helping teams learn how to work together toward high performance Identifying processes and systems that will underpin how the team communicates and makes decisions Dealing with residual negativity, confusion or conflict Learning how to have difficult conversations Recovering from events that have adversely impacted the team (poor performance, illness, restructure, natural disasters, conduct issues etc.) Our Approach Prominence matches facilitators with skills and insights relevant to an organisation’s culture for team building activities. After a briefing with senior managers on issues and outcomes sought, we usually start by canvassing individual views across teams so team members can express their views and expectations of the process. The themes from these discussions will create a blueprint for team functioning that can be tested in group discussion, helping to secure commitment to the process. Group activities such as workshops are generally designed in conjunction with the team themselves and typically include: ‘Scene setting’ by senior leaders Overview of theory of high performing teams ‘Getting to know you’ activities Sharing and discussing the results of personality profiling Communication exercises to promote self awareness and reveal differences Experiential team development activities to highlight key themes for working together Activities to review team performance and identify development goals Individual sharing of vision for the future and desired leadership contributions The skills our consultants bring to Team Building include: Application of team building theory Workshop facilitation Personality profiling and explanation of results with individuals and groups Applying personality profiling to the team dynamic Understanding of causes of team dysfunction and behaviours Securing team commitment to new ways of working together Who we support 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. In Queensland, Prominence is an accredited provider in the Human Resources category under the Standing Offer Arrangement, QGP0050-18, Tranche 2 Human Resources.

SERVICE:
People, process and optimisation
INDUSTRY:
Government

Measuring employee engagement to ‘take the temperature’ for a new leader

Improving organisational effectiveness and efficiency demands new behaviours from leaders and employees. This case study demonstrates how Prominence helped a newly appointed CEO gain an appreciation of “how things are done” as a baseline for a long term transformation program. Project Background Our client was a local government authority with low employee turnover in a region experiencing significant growth and change. The new CEO formed some early views of culture, organisational strengths and weaknesses requiring deeper exploration and validation with a diverse mix of office and field based employees. The employee engagement review was also conducted in parallel with negotiation of a new industrial instrument. Our Approach Prominence assembled a small team of strategic management and human resource specialists to design a project that would assess engagement levels and perceptions and contemplate organisational design required to deliver on Council’s strategy and values.  The approach included: interviews with senior staff to understand the diversity of the organisation and inform survey design implementation of a bespoke employee survey to address focus areas focus groups to explore key areas for improvement nominated by the CEO data and gap analysis against functions of a high performing organisation - strategy, leadership, structure, people, work processes and systems, culture and governance capability review of the HR function The following skills were critical to meet client objectives: survey design and analysis organisational design review employee engagement and cultural assessment and analysis change readiness assessment and development leadership theory and transformational change expertise stakeholder relationship management and adaptation through a highly consultative process Results At project completion the CEO had a clear understanding of culture, organisational strengths and weaknesses developed through extensive internal engagement across the organisation. The organisational design review provided recommendations on key elements of strategy, structure, governance, people, leadership, processes and systems to position Council to deliver best outcomes for residents of their region.

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:
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.

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