Operational Excellence

Higher productivity, better quality, happier people 

PwC’s own method, Perform, places the employee at the forefront of process improvement. By employing Perform, companies can anticipate a productivity increase of 20 to 30%, enhanced output quality, and a significant uplift in employee engagement and well-being. This is achieved through ten to twelve weeks of intensive coaching. Over the past decade, Perform has been successfully rolled out in hundreds of organisations across the United Kingdom, Australia, and the Netherlands. The method is versatile and applicable across various sectors and industries. Nonetheless, Perform is particularly effective in settings characterised by semi-repetitive tasks and where there is considerable variation in performance among individuals.

Change as part of daily work 

Beyond its human-centric approach, Perform’s greatest strength lies in the integration of new behaviours into the daily workflow. Coaches from PwC introduce a new element each week, which is immediately embedded into the regular work routine. Every day begins with a collective huddle where the team reviews performance, identifies bottlenecks, addresses obstacles, and celebrates achievements. This structured routine, spanning ten to twelve weeks of weekly training, immediate application, and iterative evaluations, ensures that the new ways of working quickly become business as usual. Consequently, the changes are rapidly and sustainably established. The impact of this approach is further amplified by the intensive work that the PwC coaches do with the managers, focusing on continuously encouraging the newly adopted behaviours. This enables managers to lead their teams more effectively and sustain the improvements over time.

When to use Perform - seven indicators

For teams or departments exhibiting one or more of the following characteristics, Perform is designed to significantly enhance performance within a three-month period:

• Operational tasks that are repetitive and high-volume, such as claims processing, invoice processing, or customer service.

• Teams or team members using different methods, or a standardised approach is not effectively implemented or designed.

• A discrepancy between the demand for work and the available supply.

• Ineffectiveness of team leaders or their struggle to assert control over their teams

• An unclear understanding among employees regarding how their performance is measured or what their exact KPIs are.

• Productivity levels in employees or departments that do not meet expectations, with unclear contributing factors.

• Insufficient employee engagement, motivation challenges, or a lack of recognition for their efforts.

How can we help you? 

With Perform, we build a tailored program centred on your operational processes. We evaluate your activities and assess what aspects are functioning well and which could be improved in day-to-day operations. At the same time, we make the Key Performance Indicators (KPIs) transparent. Following this, we collaborate with your team to identify what is necessary to enhance teamwork and to improve processes. We integrate all these components in a highly structured manner over a 10 to 12-week period, prioritising people, teamwork, and output. After three months, you will notice increased engagement, better production rates, and an overall uplift in the performance of individuals and teams. In essence: increased productivity, reduced costs, all within a highly motivating and stimulating environment. 

To swiftly and extensively improve team performance ‘on the fly’ across a diverse range of organisations, the contribution of individuals with a variety of skills is essential. Through our Community of Solvers, we bring a unique array of expertise in industry, business, strategy, talent, HR, analytics, and technology. By examining your situation from multiple perspectives with a varied team, we promote greater creativity and, most importantly, achieve more impactful results.