We provide new thinking for progressive leaders about customer service, leadership and culture
Better for customers | Better for the organisation | Better for you
SERVICE
revolutionise customer service and reduce costs
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 non-value activity
Deliver successful technology projects by improving service first, then adding technology to make it even better
LEADERSHIP
build capability to enable people to work productively
Ensure everybody has clarity of what they do, how well they are working, as an individual and as part of a team, and what authority they have to make decisions
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
Understand the importance of being able to ‘walk the talk’ by ensuring interactions and work processes are consistent with what we say or do
Establish quantitative measures that help understand if workloads are being managed effectively and customers are receiving value
CULTURE
create positive behaviour and a productive culture
Continuously and systematically seek to understand how people experience their work, their leader and the organisation
Understand and change the shared mythologies underpinning existing organisational culture
Ensure that all working relationships: hierarchical and lateral, are clearly understood
Form a positive productive culture at all levels through every single interaction
Consistently use positive leadership behaviour and symbolism to create effective ways for people to work together
OUR WORK
