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Bring a live problem. Describe the situation and what you have tried, and members who have faced something similar will respond.
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Worked examples of approaches that have delivered results in a member organisation.
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Customer-centred end-to-end processing and management
Managing work across functions from the customer’s point of view. - 0
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Flexible and remote work management
Keeping performance and coherence when people work in different places and at different times. - 0
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Automation, AI, data and the systems that support service work.
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Leading improvement and making change stick.
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How service organisations are adapting to changed expectations from customers and staff.
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Process design and improvement
Lean, Six Sigma and other improvement methods applied to service processes. - 0
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Service operations training and staff retention
Building capability on the front line and keeping good people. - 0
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Making good practice consistent without making work rigid.
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