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Insight through collaboration

Originally created as the Lean Service Forum, the Service Excellence Network was renamed to reflect the breadth of the work its members undertake. The network brings together like-minded organisations from across the service sector. Whether public or private, large or small, each is fully committed to improving operations, enhancing customer experience, creating networking opportunities and providing access to world-class insight and speakers. The body of knowledge our members have gained from the network has consistently led to sustained practical change and operational improvement. In many cases a return on investment can be achieved after a single meeting.

What can members expect?

• Invitations to exclusive visits to leading UK and international service organisations.
• Thought-leadership from guest speakers, including academics, entrepreneurs and industrial leaders.
• Highly interactive and engaging workshops.
• The opportunity to request and drive specific meeting content.
• Unrivalled networking opportunities with experienced business leaders, practitioners, academics and subject-matter experts.

Future of Service Annual Conference

Our Service Excellence Network isn’t the only business improvement platform we’re proud to have founded. Following direct feedback and demand from our members, we have established our annual conference: The Future of Service. This event brings together leading industry commentators and has seen speeches given by BBC broadcaster Andrew Neil, Olympic Gold Medallist Adrian Moorhouse and Global Speaker Joe DiVanna. Speakers from industry have included representatives from Thomas Cook, Northern Ireland Water, Imperial College, Lloyds, Compass Group, and P&O Ferries. Furthermore, tickets to this event are included as part of our Service Excellence Network membership.

How do you join?

We make no apologies for accepting only the most collaborative, open and like-minded organisations to our Service Excellence Network. For favouring quality over quantity. That’s because we believe healthy discussion often comes from simply listening, which is ever more challenging with large numbers. As such, we welcome applications to join the network, but they are all carefully vetted and considered, prior to acceptance. Successful applicants are invited to attend the next meeting, where existing members will have the opportunity to confirm acceptance.

The network in action | Meeting of minds

We take every opportunity to visit interesting projects that add a fresh perspective to the operations excellence debate, as we believe every meeting should be unique to maximise learning. Whilst we have no set agenda, atypical meeting consists of a site visit to an existing network member or external organisation. This is followed by interactive presentations, guest speakers and open discussion. Even the odd healthy debate. The meeting also provides the opportunity to combine latest thinking with real-life experience from members implementing their improvement initiatives.

Here’s what previous meetings have included:

Thought-provoking visits and guest speakers
• Chinooks and continuous improvement at RAF Odiham
• Service innovation from start-up Drivology
• Automotive as a service

Workshopping operations improvement
• Creating sustainable continuous improvement
• Implementing continuous improvement in a large field-based organisation

Knowledge sharing and skills building
• The science of persuasion
• The challenge of managing regulated sales and customers’ services
• Harnessing the Power of Resistance in Change

What happens after each meeting?

Following each quarterly meeting, findings are shared with the members. This includes detailed insights into the improvement journeys being undertaken by different organisations, shared research and publications, and themes to inspire more dedicated workshops.

Let’s talk

To discuss Service Excellence Network membership and for details on future events visit becoming a member.

“As usual I found the day thoroughly productive. I also found it inspiring that even after nearly 20 years of Lean, Ford are still coming up with new continuous improvement ideas. I plan to implement some of their practices myself.” – Deane Sheppard, Site Manager, HP

“We have been members since its inception in 2009. The network provides a great opportunity to share experiences with a wide range of organisations who are all at different stages on their Lean journeys. These best practice visits form an integral part of our continued learning.” – Paul Sperling, OM Wealth

“Since its origination our membership has never been in question, as we continue to seek insight and best practice from organisations facing very similar business challenges. I’ve always found it to be a worthwhile investment of my personal time and those of my colleagues.” – Paul O’Sullivan, EDF Energy

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