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Latest News

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Tanya Beckett will be hosting our annual conference, The Future of Service on Thursday the 10th of November 2016.

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Mark Palmer, MD, provides his advice on using Lean thinking to improve your recruitment , creating a great candidate experience.

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Senior Consultant, Gowtham Narayan has been accredited by MATS, to be a Builder Essentials Level user of the MATS V7 platform.

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In Brief

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Team leaders are essential in any worldclass operation. They’re responsible for planning, controlling workflow, improving processes, managing and coaching staff.

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If your business has a successful Service Excellence transformation programme in place, the introduction of an Academy can be invaluable in helping with both broadening and raising the capability of the key staff on your improvement team. These people will be instrumental in facilitating change, so it’s important you give them the tools and the confidence to be successful.

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Due to the high variety and complexity of service work, it’s often challenging for a single individual to deal with a customer’s request from start to finish. Being passed from person to person can lead to disgruntled customers, while staff can feel demotivated as they rarely get to fully assist a customer themselves. Changing from a silo approach to customer-aligned teams is an effective way to address the challenge.

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White Papers

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This paper looks at different approaches to tackling budget cuts and the operational consequences for front-line services.

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This paper examines the wider business implications of a digital strategy and looks at the changes needed to respond to the challenge.

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Case Studies

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