About Scope

Scope is a not-for-profit organisation that supports people with physical, intellectual and multiple disabilities.

They provide services to more than 6000 individuals and their families across Victoria.


Process Improvement, Community Service


Business Need

The National Disability Insurance Scheme (NDIS) is a major government reform to the provision of disability support services funding. The new funding model allows individuals the freedom of choice, and ensuring more of the funds are directed to the individual’s support services.

In order to remain sustainable in the new funding model, Scope needed to reduce the indirect costs of delivering services, which meant removing waste from back office work that was not supporting their customers, while maintaining high levels of customer satisfaction.

Improvement Strategy

By applying Jidoka – Toyota’s principle of Built In Quality developed during the manufacture of Toyoda looms in 1896 – Scope and TSSC identified that a large component of the waste in indirect tasks was rework.

To address this the team focused on three primary areas of improvements:

  • Incorporate ‘Jidoka’ into daily operations to result in an error free process and reduce rework.
  • Stability of work through ‘Heijunka’ and standardised work.
  • Visualisation of KPI’s and weekly meetings to facilitate problem solving.


49% reduction in administrative rework.

By applying the structured problem solving techniques Scope also:
  • Defined and operationalised their own management role in problem solving.
  • Enhanced organisational problem solving capability.
  • Embedded ‘Customer first’ philosophy into operational continuous improvement.


Building in Quality


Levelling work and demand


Toyota Production System Support Centre (TSSC) Australia

494 Grieve Parade, Altona North VIC 3025

1300 TSSCAU (877228) |