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Consistency through best practice

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About Interserve• Interserve is one of the world’s

foremost support services and construction companies, operating in the public and private sectors in the UK and internationally.

• We offer advice, design, construction, equipment and facilities management services for society's infrastructure.

• Interserve is based in the UK and is in the FTSE 250 index.

• It has revenue of £1.9 billion and a workforce of nearly 50,000 people worldwide.

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About Support ServicesInterserve

Construction

Support Services

Equipment Services

PFIInvestment

sCivil

Government

Commercial

Defence

Industrial

Justice

£1 billion support services business 25,000 staff Operating in the UK, Europe and

Middle East Offers a broad range of support

services for public- and private-sector clients, both as fully-managed facilities management solutions and as individual services

Interserve Support Services enables commercial and public-sector organisations to excel, by planning, managing and delivering the services which support their

operations.

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• With the rapid growth of the business over recent years, at the beginning of 2010 Interserve recognised the need to consolidate, standardise and improve its core policies and processes for business bid, mobilisation and managing and operating its contracts.

Why did we create PRISM?

“The deployment of PRISM is a significant achievement for Interserve. The availability of all our core processes on-line and in one place ensures consistent adherence to our standard way operating and drives home the quality message both internally and also to our customers”Guy Bruce, Interserve Managing Director - Industrial

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• Do we actually understand our core processes?• If we do – based on what data?• How well are our processes working?• Based on what data? How do we measure?• Theoretically, how well should they be working?• Which are the key processes that will

fundamentally change our competitive position?• Which key processes create competitive

advantage?• Are you managing processes or functions?• How do you know which process steps/activities

add value to your customers?• Which are non-value-adding steps?• How many processes in your Business Unit can

be improved?

We started with some basic questions:-

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• Promote standardisation, consistency and best practice.

• They provide clear guidelines for staff to follow. • Drives efficiency and productivity improvement.• Ensure quality standards are maintained.• Reduces the chance of defects/errors being

made.• Details business strategy, intent and standards• Satisfy legislative requirements – ISO, BSI etc.• Training and induction reference guide.

Effective Procedure Manuals must :

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• Successfully target the key audience groups.• Be easy to read and helpful for the job at hand.• Be consistent in style, design & information.• Provide process detail at the requisite level of

granularity.• Be user friendly and easy to navigate.• Be consistently and immediately up to date.• Provoke curiosity/interest. • Engage the audience.

Objectives

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• “Dead” information – paper based, not interactive.

• Not maintained on a regular basis.• Out of date quickly.• Bulky, multi layered, not user friendly.• Inconsistent design, content and appearance. • Not universally available to all employees.• Can appear intimidating to access and use.• Can be viewed as negative and restrictive. • Do not generally engage the target audience.

So why do traditional Process Manuals fail to deliver or engage people?

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To meet the challenge we had to re-design the procedure manual rule book

Interactive in design & intuitive to use.

Easily accessible by staff and user friendly.

Procedures updated instantly and reliably.

All our core procedures accessible from one point.

Written and designed by people who do the job.

Brand new, up to date procedure content.

Be bespoke and a unique product to Interserve

Engage the target audience and encourage usage.

Design an alternative to a paper based manual.

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Jan – Mar Apr - Jun Jul - Sept Oct - Dec Jan - Mar Apr - Jun Jul - Sept Oct - Dec

The Project developed through 5 distinct stages to its current position

20 Core Processes - The ISS Way - PRISM – T.O.M. timeline

20 Core Processes projectInitiation

Bu Workshops

20 Core Policies on IRIS

BU MD Sign off

The ISS Way – Phase 2 • Feb – May 2011• Create 100 Core Processes• Approved by BU MD’s• On Line Process Library PRISM

• Rebrand as Prism

• Best Practices

• Rebrand Core Policies Target Operating

Model

BU Service Matter Experts design and build phase

2010

The ISS Way – Phase 1• Scoping exercise• Define generic processes• Generate 20 Core Policies• Get BU SME input & sign off• Complete by Jan 2011

Jan – Mar

2011 2012

PRISM Launched on IRIS

BU Review & Sign off PRISM design and re-brandPRISM launch on IRIS

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• An on line standard operating procedure library.• A branded, unique Interserve application.• Resident on Iris through a dedicated portal.• Provides instant access to 100+ core

procedures.• Intuitive to use and easy to navigate.• Multi layered providing access to standard

procedures and associated documents & forms.• Single point of access to best practice

procedures.• A common visual platform for Support Services

procedure content

So what is PRISM?

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PRISM process manual provides an easy to access standard visual platform for Support Services business processes & policies

Core Process Library now accessible through an online portal called PRISM, to provide fast and ‘easy to access’ guide. Launched Monday 17th Oct 2011.Located under Support Services/Company Information on IRIS.Single point of access to best practice processes.Features links to related areas/sites on IRIS.

• Common visual platform for Support Services business processes.

• HTML based process maps allow viewing of the content without any bespoke software requirements.

• Provides fast access to processes and their associated documents – forms, procedures, work instructions etc.

• QSHE now responsible for updates and amendments.• Compliance to Processes to become an integral part of the

QSHE audit process.

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What does it feature?

• Simple to read – easy to follow • No more than 3 “clicks” away

from any procedure

• Each procedure defines best practice

• Instant procedure content updates – even whilst you are viewing the maps

• One Process Map for each core procedure

• Navigator - features 200+ links to related Iris sites/pages

• HTML based process maps to allow viewing by everyone – no need for specialised software.

• A standard, consistent, branded design and look

• Search facility for fast retrieval of procedures & activities

• Content compiled by BU subject matter experts – and signed off by BU MD’s.

• Procedure content cannot be edited, changed or modified by unauthorised users

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• Additional core processes being added through 2012.

• Additional links to “in demand” sites e.g. PADP.• Further national press coverage of PRISM in H2

2012.• QSHE rolling out best practice procedure

compliance audits to all BU’s commencing H2 2012.

• Improved search and reporting facility due in Q3 2012.

• Fleet Management core processes being integrated in Q2 2012.

• Business Unit sub libraries integrated in H2 2012.

• Potential roll out into Group – we are currently discussing with Group Insurance.

• Collaboration with key customers e.g. Boots for Change Management Procedures.

PRISM is not designed to stand still

PRISM Core Procedure Library Demonstration