EDC s Lean Transformation Story August 31st, 2011
About EDC
Canada s Export Credit Agency Crown corporation wholly owned by Government of Canada Financially self-sustaining Operates on commercial principles Our Role: To support and develop Canada s export trade and international business efforts Financing and insurance solutions for Canadian exporters and investors 2
2010 Performance Highlights
Record business volume of $84.6 billion Served 8,236 customers Supported business in up to 200 markets $24.7 billion in emerging markets Contributed to 5% of GDP, supporting 642,000 jobs
3
Institutionalizing Lean needs a Balanced Strategy
Opera&ng systems
Leadership Management Infrastructure
Culture
PROCESS TOOK OVER 40 HAND-OFFS TO BE COMPLETED Legal to draft docs Authorization Endorsement Advisory Legal Director, VP
Credit BD Customer
Time
5
Post Transformation: LOANS
• Average Cycle Time 82% • Net Promoter Score 20%
CIB
• Average Cycle Time 70% • Net Promoter Score 25%
• Average Cycle Time 25%
ARI
• Productivity 24%
6
New Corporate Service Standards
1. Predictability: Provide predictable turnaround time on deliverables. 2. Value: Deliver value to customers based on our product offering. 3. Communication: Provide timely turnaround time on customer communications.
.
7
New Corporate Dashboard
8
New High Performance Organization EDC Way Measure our performance from the customer’s perspective and act on the feedback we
Competencies…
Operational Effectiveness
Sustain
receive. our ability to deliver value through sound financial management practices.
Collaborate internally and externally to
Accountability for Business Performance
Customer Focus
deliver knowledge and solutions efficiently and
Organize
effectively. around the customer in highly effective teams that foster respect, trust and collaboration, both internally and externally. Develop ourselves and
Inspirational Leadership Leveraging Collaborative Relationships
Trust & Collaboration
continuously
improve our programs, processes and systems to deliver predictable and seamless solutions of superior value.
Empower employees to be innovative, creative and to champion continuous improvement.
Building Organizational Capability Personal Agility
Commitment Continuous Improvement
Strategic Thinking
9