Baulkham Hills Shire Council in NSW has adopted a Challenge the Process system that clearly demonstrates their commitment to the principles of continuous improvement, innovation and quality.
Challenge the Process is a formal system designed to harness the creativity of staff to improve the processes, products and services delivered by Council. The Process encourages staff to take responsibility and use their initiative to ensure that all processes add value to the organisation and that a high level of customer service is maintained.
Inhouse training and simple, easy to understand, documentation support the system. All staff have attended internally provided training. This covered the use and application of simple process improvement tools, as well as training on teamwork, problem solving and analysis.
The project provides a long term approach to Council’s commitment to achieving a culture of continuous improvement. It has encouraged staff to use their initiative, identify ideas, analyse problems, determine solutions and take ownership of the processes they deal with.
Staff are encouraged to look at the bigger picture and work with people from other teams across the organisation to achieve results.
Challenge the Process is linked to Council’s Competency Based Salary System providing financial rewards for staff who achieve a competency level. The number of staff that have lodged Challenges after the reward, clearly demonstrates their commitment to continuous improvement.
Challenge the Process has resulted in cost savings as well as improved customer service, as it ensures Council’s processes are effective, efficient and value adding. Challenge has also improved the skill level and confidence of staff by encouraging them to take initiative and responsibility for their work.
Council believes Challenge the Process can be adopted by other Local Government bodies, as the system and supporting documentation is simple and easy to understand with minimal administrative support required.
For further information contact Rebecca Churchill, Coordinator Continuous Improvement, telephone (02) 9843 0405.
