Established in 2004, Fyne Futures is a subsidiary company of Fyne Homes committed to environmental sustainability on the Isle of Bute. It is a social enterprise, a fully registered charity and wholly owned by Fyne Homes.
Fyne Futures purpose is to Inspire, Educate and Empower people to take Action and achieve Sustainable rural living.
Through the Revolve Process that the Re-use part of the business has been working through, we entered into Committed to Excellence. We found the EFQM Excellence Model very structured and a good framework to work through, with guidelines and ways to look at procedures that we were not fully adhering to.
Our team were clear about the scale of the challenge, the required next steps, and the energy needed to make it happen.
Initially we met to evaluate a series of questions, rating them and then coming out with the top three areas we wanted to focus on. These were:
- We didn’t have a communication and consultation policy
- All of our polices needed updating and gaps identifying
- We had just opened a new re-use shop and we wanted a new process to increase the KPI’s for customer satisfaction for viewings, collections and delivery schedules.
Initially we engaged with our internal and external stakeholders, to establish a communication and consultation policy. We asked for their opinions and did a SWOT analysis with them. External stakeholders included two specific groups: one who deals with the older voices forum and Bute Community Council; and one who deals with younger adults and children with special needs. We took everyone’s opinions into consideration to write the first draft of the policy. This went to the board for their opinion, their feedback was included and the policy was then approved and rolled out to staff and external stakeholders.
We designed new leaflets and redesigned the website, both with the different font size and colours suggested and with the information presented in a clear, simple style.
Project Two: Some of the policies were out of date and needed updating (e.g. Health and Safety Policy, Returns Policy) and there were gaps in our policy suites, e.g. Volunteers Policy and Whistle-blower’s Policy. We spoke with other organisations and wrote two new policies as well as updating the ones we needed to. These were submitted to the board and their suggested changes have been made and are awaiting adoption at the meeting next week. During this process, we adopted the 5 Why’s, a fish bone diagram, a process chart and an organisation chart to follow.
Project Three: We had opened a new reuse shop and there was nothing in place to monitor viewing, collection and delivery schedules. When someone phoned, to either ask for a viewing of furniture or if they wished a delivery, we would write it on a piece of paper and advise them we would phone them back, with no structure or organisation. We wrote a process map, new flow charts and organisation charts. This fed into the new KPI’s that customers would only have to make one phone call and details would be arranged with them right away, and that from phoning the whole process would be complete within 5 working days. There were issues with this initially and we have changed some parts a few times, but it is now working very well and we have exceeded all of our customer expectations. The KPI’s have been published for May and are exceeding our goals.
The best practice that we would share is to work with all stakeholders, listen to them all and take everyone’s opinions on board. Don’t rush the process, but make strict timelines and adhere to them. Once the new processes were in place, we could see that they all were going to help our organisation greatly and make us much stronger and robust.
It took us 5 months from our initial meeting with Quality Scotland to achieve our Committed to Excellence award. We plan to continue with our learning and we have already adopted three smaller projects within one of the larger projects and we are using the EFQM Excellence Model, making mind maps and process plans. All of this is making our business stronger.
Gaining our EFQM, is a huge asset to the organisation and shows that we work to a high level and are very committed to all that we do. It reinforces the ethos that we have and this is good for our customer, competitors and funders to know.