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Latest News

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Service Excellence Network members will tour behind-the-scenes at P&O Ferries during a Channel crossing, in the first event of 2017.

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Diversity forms the foundations for unique successes in many projects; we believe diversity is a strength, but there is a lot more to be done.

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Our approach to employee engagement has been recognised in the leading workplace survey.

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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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Videos

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

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

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Andrew Neil hosted the event which has been described as “inspiring” and “not to be missed” by attendees.

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Opinions

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Chris Hallmark discusses the power of collaboration to build end-to-end multichannel experiences.

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Mark Palmer explores how we can drive improvements for UK productivity, and what impact Brexit will have here.

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Martin Gibson shares how embedding regulation can provide better outcomes for your customers.

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