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Latest News

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OEE Consulting named industry leader for client service and value.

Our commitment to Consulting Excellence has been recognised by the Management Consultancies Association.

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OEE Consulting welcomes Virginie Raux.

Our new Associate Director Virginie has twenty years’ experience managing change, transforming businesses and improving operations.

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OEE Consulting team accredited to implement ActiveOps software.

We work in partnership with ActiveOps, and can deploy their workforce optimisation software – building capabilities to drive productivity.

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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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Five recommendations for seamless customer journeys.

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

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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.

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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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Videos

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Leading the way to better customer journeys.

We redesign businesses around the customer. This transforms customer experience: building loyalty, reducing costs, and creating sustainable success.

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The Future of Service 2017.

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

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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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Opinions

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What’s really getting in the way of great customer experience?

Why do so many businesses find delivering excellent customer service a challenge, and what are the rewards for getting it right?

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Why the real robotics revolution requires a different approach.

Robotic Process Automation (RPA) is a powerful tool which will undoubtedly play a key role in the future of the service industry. So what is stopping organisations from maximising the benefits of this so-called digital workforce?

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Are you really up for operations improvement?

OEE Consulting's Managing Director Mark Palmer explores how we can apply Black Box Thinking from the aviation industry for robust operations.

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