People Development

Understanding Customer Experience Management

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How many times have you been on the receiving end of bad customer service from various institutions? I would guess, like most of us – quite a few times. Industries such as government and municipalities, hospitals, telecommunication, financial services and retail industries bear the brunt of complaints.  My pet hate is some automated telephone system, in which one has to navigate a maze-like menu in search of a real-life human being. Have you ever looked at www.hellopeter.com for a glance at how unhappy people are with service levels in this country? A lack of the personal touch is evidence of […]

20 Keys

The 20 Keys synergy with the 4th Industrial Revolution Tsunami

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The next wave of an industrial revolution is the so called 4th Industrial revolution or digital industrial revolution. Like its predecessors before, it is unstoppable, the proverbial tsunami. The main drivers of the 4IR revolution within South African government are the DTI (Department of Trade and Industry[1] and the DST (Department of Science and Technology)[2]. In South African industries, the 4IR leaders are in financial services and retail because their processes are most susceptible to digitization. In general manufacturing, it is safe to say that, although the M2M (machine-to-machine) technologies such as SCADA, APIs and CNC s have been adopted decades ago, […]

People Development

Preparing for a new world of work

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The ever changing pace of change is visible around us and the cycle of change is also becoming shorter and shorter. The introduction of innovations such as robots, block chain, internet of things, artificial intelligence, genetic engineering and many others have people and organisations wondering what the future of work will look like? In this type of disruptive environment, people and organisations have to constantly adapt, otherwise they will be left behind. For example, the recent introduction of Thyme bank and Bank Zero as well as the imminent launch of Discovery bank in South Africa, has turned the banking sector upside […]

20 Keys

Astral Foods and Model Store Status

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With the 20 Keys implementation of safe and efficiently organised workplaces, the control and organisation of stores (like materials used in the production process, machine parts and consumables) are very important as it impacts on safety, efficient working, cost saving and ensuring a smooth flow of production. The materials and engineering stores at Astral Foods, in the Festive Processing Plant (Olifantsfontein) and the Goldi Primary Processing Plant (Standerton) recently took up the challenge to achieve “model store” status and the Model Store Level 4 certification.  Some of the key requirements for the certification are to keep optimum stock levels with a fast […]

20 Keys

There is always an opportunity for doing things safer, better & more cost effectively

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ODI’s Johan Benadie recently did a SGA (small group activity) with the Creditors Team at Grain Field Chickens Head Office. ODI’s Johan Benadie recently did a SGA (small group activity) with the Creditors Team at Grain Field Chickens Head Office – the current procedure for processing creditor invoices, by following the Key 6 (Kaizen of Operations) methodology of the 20 Keys Operations Improvement System. Kaizen is about continuous improvement “for the better”, and Key 6 is, therefore, about continuously improving the way in which things are done. There is always an opportunity for doing things safer, better, more cost effectively, […]

20 Keys

Johan Benadie and a SGA in Standerton

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ODI’s Johan Benadie is doing a small group activity at Goldi Primary Processing Plant in Standerton. The production team is responsible for packing a specific mix and quantity of a product on a production line. The challenge is to consistently pack the right quantity and mix into bags (48 pieces per bag) and cases (6 bags), and with the right quality. After observations on the line by the team and a root cause analysis, a different method of packing was applied. Feedback from packers and observations during the experiment indicated an increase in efficiency. This will also help with the […]

20 Keys

Implementation of model workplaces

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Implementation of model workplaces is an effective way in which to energise implementation of the 20 Keys system and to bring about quick and visible change. Such a model workplace must satisfy four requirements and these requirements are audited by a team of people which must include an ODI consultant, and if achieved, a certificate of achievement is awarded. To follow is a list of the various requirements: Requirement 1: Points on the Key 1 check-sheet The Key 1 check-sheet is used to determine the score on certification day. Requirement 2: Model desks, worktables and machines Model desks, worktables and […]

20 Keys

This is not an ice-cream factory

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Saw a good example today of the CAPDo cycle in action. Recently I did a 20 Keys progress review at Wispeco Profiles Department. It is quite a large workplace with five 5 extrusion press lines. Richard Muller and his team took the action list and meticulously scrutinised and implemented each action point. Review (Check) today a strong level 3.5, for a safe, efficient working and workflow, well organised and clean workplace. It is really satisfying to walk on the floor and being approached by operators asking what I think of their workplace? A day of happy people (and I am sure […]

20 Keys

There is always a way to innovate

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There is always a way to innovate yet there are many myths surrounding innovations and ideas for operations improvement in organisations. The 6th and last myth in our series of Myths vs Reality is: “An informal approach for getting ideas for improvement works best, with managers promoting big ideas, because small ones aren’t worth the time.” The reality is without a formal process for handling ideas, managers and employees face the challenge of figuring out how to deal with each idea that comes up. A simple and easy to use system for getting, recording, evaluating, supporting, tracking and giving recognition is most […]

20 Keys

Rewards based ideas vs sustainable ideas for improvement

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There are many myths surrounding innovations and ideas for operations improvement in organisations. One of those myths is: The best way in which to encourage ideas is to offer rewards based on the value of such ideas. The reality is that most companies that offer rewards for ideas get into big trouble. A system where a percentage of the value of an idea is given as a reward backfires in all sorts of ways, often with dishonesty and fraud involved. The most effective and sustainable ‘ideas for improvement’ systems offer no rewards for individual ideas. When a rewards-based system is discontinued due to […]