OEE - Home
Contact|+44 (0) 1865 593 911 SearchSearch

Latest News

View All
OEE Consulting are finalists in the MCA Awards 2018.

We’ve been shortlisted for three awards covering project delivery and client service and value by the Management Consultancies Association.

Find Out More
John Blincow awarded senior Lean qualification through OEE Consulting.

We have coached and accredited a senior manager from Lloyds Banking Group through the highest level of Lean qualification offered by LCS.

Find Out More
OEE Consulting in profile: Sylvain Poncet.

In the last profile in our 2017 series, we hear from Sylvain Poncet on what it’s really like to work at OEE Consulting.

Find Out More

In Brief

View All
Designing the optimum front-line structure.

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

Find Out More
Setting up an academy to support a Service Excellence culture.

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.

Find Out More
Removing silos and creating customer-aligned teams.

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.

Find Out More

White Papers

View All
Five recommendations for seamless customer journeys.

Consistent experiences create trust in an organisation, with each interaction contributing to your overall user experience.

Find Out More
Why technology alone won’t solve your customer experience problems.

The rise of digital channels is changing the profile of inputs into the business, but it won’t eradicate all manual work.

Find Out More
The Public Sector cuts affect us all.

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

Find Out More

Videos

View All
The Future of Service 2017.

Watch highlights from our annual Future of Service conference, as we asked ‘is your business thinking radically enough?’

Find Out More
From cold food to hot service for P&O Ferries.

P&O’s highest service related customer complaint was that they had been served cold food from the on board restaurants.

Find Out More
The Future of Service 2016.

Watch highlights from our annual conference discussing the role of people in a world of technology.

Find Out More

Opinions

View All
Are you letting your customers down?

It is getting harder to satisfy your customers, and easier for them to tell others when you fail.

Find Out More
Does increasing customer channels mean increasing cost to serve?

Customer service is no longer a ‘one size fits all’ concept; different people prefer different methods of support.

Find Out More
Achieving industry leading multichannel customer experience

Creating a seamless multichannel customer experience is by no means an easy task, but it is possible.

Find Out More

Stay informed. Never miss our email updates.

Our knowledge-led emails are an invaluable source of business information, inspiration and learning.