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Latest News

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Full line-up announced for The Future of Service 2017.

We'll hear directly from people driving radical business transformation during the Future of Service conference.

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OEE Consulting in profile: Beulah Selvaraj.

We hear from Senior Consultant Beulah Selvaraj on her work and her achievements as our diversity and inclusion representative.

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Driving global transformation through operational excellence.

The latest Service Excellence Network event visited Willis Towers Watson to see the impact of operational improvement across the business.

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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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How to design your business for success.

Jonathan Tidd and Martin McCloskey discuss how a well-designed operating model can transform your business.

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Transformation in commercial insurance.

Hervé Mazenod shares his views on how a stronger operations capability can underpin successful transformation.

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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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