Following his attendance on the Service Line Leadership program the Environmental Services and Sustainable Development Manager at a large teaching hospital agreed his goal would be to reduce the monthly waste disposal overspend his department was currently facing from £16,000 per month to zero.
He was able to use the tools and frameworks from the program, specifically WIGS, Lead Measures, 13 behaviours of Trust, Customer feedback and Net Promoter Score.
A waste disposal operation team was formed to concentrate on the goal and the lead measures they introduced were:
- Display of scoreboards in Logistics and Cleaning Service areas - raise awareness among staff of the results of their efforts.
- System to walkabout Trust to increase awareness
- E-learning training on waste categorisation
- Win-win agreements
- Mapping processes
In the 6 months following the program overspend was reduced by 50% with improvement continuing over the following months until there was no longer any overspend.
Interview with Lina Ramsden
Interview with Joanna O'Brien