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Latest News

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Enabling powerful change through business design.

We talk to David Crow from Ulster Bank about the impact the Design of Service Operations training programme has had on his work.

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OEE Consulting in profile: Vishnu Sivakumar.

We catch up with Principal Consultant Vishnu Sivakumar on his current projects, and his approach to embedding sustainable outcomes.

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The Future of Service 2017, our annual conference.

Is your business thinking radically enough? Join us in London on 9th November to hear the latest approaches to business transformation.

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In Brief

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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.

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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.

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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.

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White Papers

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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.

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Service in the Digital Age.

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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The Future of Service 2016.

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

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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.

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The Future of Service 2015.

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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Properly joined up: collaborating for the customer.

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

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Productivity: a force for good.

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

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How to make regulation work for you.

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

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