Customer-First Mindset

Frontline teams continually learn what creates value for customers through understanding their circumstances, needs, and issues, and then service customers by the most effective means wherever they interact with the organisation

Reduced Operating Costs

30% or more operational expense is saved by removing failure demand (failing to do something or do something right for a customer) and non-value activity (outdated processes, practices, rules and policies) that used to take up capacity and increase costs

Productive Organisation

A structure is in place that recognises work complexity to ensure everyone works on the right work, has the right authority, the right capability, and demonstrates positive behaviour

Role Clarity

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. There is a clear understanding of all hierarchical and lateral working relationships leading to high employee engagement

Improved Leadership Capability

Leaders at all levels consistently use positive leadership behaviour and symbolism to create effective ways for people to work together. Leaders create, improve and sustain productive social cohesion that enables people to work productively to their potential

Positive Behaviour and Culture

Shared mythologies underpinning organisational culture are understood and changed by continuously and systematically seeking to understand how people experience their work, their leader and the organisation

Successful Technology Projects

What creates value for customers and how best to service them sets the context for technology improvement projects. Technology is applied that complements adaptable and responsive services that deliver what customers need first time