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Improving operations, enhancing customer experience

The Network is a group of around 30 organisations, drawn from different industries across the service sector, who are committed to improving operations, enhancing customer experience, creating networking opportunities and providing access to world-class insight and speakers. Through quarterly meetings the Network visit leading service organisations to hear case studies of organisational improvements and shared best practice.

The body of knowledge our members have gained from the Network has consistently led to sustained practical change and operational improvement. Originally created as the Lean Service Forum, the Service Excellence Network was renamed to reflect the breadth of the work its members undertake.

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

“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

 

The 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 Black Box Thinking author Matthew Syed, BBC broadcaster Andrew Neil and Olympic gold medalist Adrian Moorhouse. Speakers from industry have included representatives from Thomas Cook, Northern Ireland Water, Imperial College, Lloyds, Discovery Networks, Atos, Compass Group, and P&O Ferries. Two tickets to this event are included as part of our Service Excellence Network membership.

Unique meetings

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, a typical 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
A keynote on learning from failure by Black Box Thinking author Matthew Syed
A look at how Willis Towers Watson used operational excellence to support a global business transformation
A journey on a cross-Channel ferry exploring customer driven improvements

Workshopping operations improvement
• Creating sustainable continuous improvement
• De-risking business change with a model office approach
• Test and learn processes

Knowledge sharing and skills building
• Operational excellence in action
• Managing operational complexity
• Effective stakeholder engagement

“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

 

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.

How can we join?

We welcome applications to join the Network, but carefully vet and consider each one to maintain the Network’s commitment to open collaboration between like-minded organisations. A select membership group also strengthens interactive discussion during events, and opens up access to many ‘behind the scenes’ opportunities at businesses. Successful applicants are invited to attend the next meeting for an insight into the programme..

Let’s talk

To discuss Service Excellence Network membership and for details on future events contact us by telephone on 01865 593911 or email info@oeeconsulting.com. You can also apply for membership online.

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