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Case Study: Lean Process Implementation at St David’s Hospice

St David’s Hospice, a charity dedicated to providing specialist care to adult patients with life-limiting illnesses, faced operational challenges in their donation centres. In an uncertain financial climate where raising costs are the only certainty, the organisation relies heavily on community fundraising to sustain its services. Recognising the need for efficiency improvements, St David’s Hospice partnered with BIC Innovation to implement lean processes across its donation centres.

“We have been able to implement significant change as a result of the work completed by BIC Innovation, which will see a much leaner production line and consequently, much needed savings for the charity.”
Margaret Hollings, Commercial Director at St David’s Hospice, North Wales.

St David’s Hospice is a charity that delivers specialist care to adult patients with life limiting illnesses or those in need of end-of-life care across Anglesey, Conwy and Gwynedd. Their services are provided free of charge to patients, carers and their families. The charity relies on community fundraising for funds, including funds raised through their retail and online shops.

Prior to the implementation of lean processes, St David’s Hospice encountered inefficiencies in its donation centres. These challenges hindered the organisation’s ability to maximise resources. St David’s Hospice were relocating one of their two donation centres to a more suitable space when they called on BIC Innovation to help establish a standardised lean process across both sites. The relocation was taking place in a month’s time, therefore an intensive approach was required to meet the tight deadline.

BIC used the DMAIC framework, commonly used by Lean Six Sigma when reviewing and improving processes, to gain an understanding of the current position and identify areas for improvement. The DMAIC framework has five phases that make up the process: Define the problem, improvement activity, opportunity, the project goals, and customer requirements. Following this analysis, a lean and efficient “to be” process map and layout was produced, and the transition to the new unit was successfully accomplished on time. Following the relocation, the new enhanced lean processes and procedures were standardised across both sites.

To help ease concern amongst the workforce about the move and possible changes, they were included throughout the process, so that they would gain a greater understanding of the ‘voice of the business’ and be a key part of the improvement process.

This process review and improvement project not only ensures the seamless operation of St David’s Hospice donation centres, but also instils a continuous improvement mindset that will drive efficiency and innovation in the organisation’s future actions.

“We engaged with BIC Innovation on a lean processing project within our Retail Donation Centres. From the outset the briefing and schedule was made clear by the team, and the project was completed on time.

Gwyn was really engaging with the team and the report was a great independent review having spent quality time with individuals working within the processes. I would definitely recommend BIC Innovation to other businesses thinking of using their services. They are swift, honest and very experienced at what they do.” – Margaret Hollings, Commercial Director at St David’s Hospice, North Wales.

If you would like BIC Innovation to review your systems and processes with a view to identify areas for improvement and support in implementing, contact us today.

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