DIGITAL & SERVICE
LEADERSHIP
CULTURE
We provide new thinking for progressive leaders to create productive, positively viewed service organisations
Reconceive: Better for customers | Better for the organisation | Better for you
DIGITAL & SERVICE
Give every customer exceptional service at less cost
Learn what creates value for customers by understanding their circumstances, needs, and issues
Service customers by the most effective means wherever they interact with the organisation
Get it right for the customer the first time by designing services that are adaptable and responsive
Reduce operational expense and increase service capacity by removing failure demand and unproductive activity (cost)
Deliver technology that complements human activity, enhances cognitive processes, automates simple and repetitive tasks, and further improves productive work
LEADERSHIP
Build capability to enable people to work productively
Ensure everybody has clarity about what they do, how well they are working, as an individual and as part of a team, and how they work together
Ensure managers at all levels are able, and seen, to add value to their team members
Create, sustain and improve productive social cohesion to enable people to work productively to their potential
Build a structure that recognises work complexity to ensure everyone works on the right work, has the right authority, the right capability, and demonstrates positive behaviour
Establish leading measures that help understand how well work achieves the purpose the organisation has been set up to accomplish
CULTURE
Create positive behaviour and a productive culture
Continuously and systematically seek to understand how people experience their work, their leaders, their colleagues, and the organisation
Understand and change the shared mythologies underpinning existing organisational culture
Ensure that all working relationships: hierarchical and lateral, are clearly understood and productive
Consistently use positive leadership behaviour and symbolism to to create, maintain, and improve the culture of a group of people
Form a positive and productive culture at all levels through every single interaction
OUR WORK
Our unique approach is receiving recognition more broadly within the service industry, with one of our clients, WorkCover Queensland, winning the ‘Australian Service Excellence Award: Customer Service Project of the Year’ for continuous improvement from the Customer Service Institute of Australia (CSIA).