Whether in the public or private sector there is an increased expectation for organisations and suppliers to be ‘customer centric’ such that there is a clear ‘line of sight’ from the development, design, corporate services, facilities management and “back room” staff and senior executives to see and serve the external customer through internal customers. This workshop has been designed to give participants practical experience in using various templates and tools to develop their own customer services capability and strategy.

So you think you know how to do benchmarking? There is probably no other improvement approach that is so often misunderstood and incorrectly applied. At this workshop you will be introduced to TRADE Best Practice Benchmarking – called TRADE as it focuses on the exchange (or” trade”) of information and best practices to dramatically improve the performance of processes, goods and services. Whether you are seeking to improve employee morale, customer satisfaction or cycle time – TRADE will accelerate your learning and improve your bottom-line results through providing innovative solutions. This workshop has been designed to enable individuals or teams to kick-start benchmarking projects immediately when they return to work.

Implementing Lean Thinking in your business is like an iceberg – it is not just what you can see that is important, it is also what you can’t see. The results achieved through applying Lean may be visible to all but the key enablers that will sustain these results are not so easy to see. To make sure that Lean programmes succeed it is important to align Lean to strategy and obtain the engagement of the workforce so that appropriate behaviours are exhibited and sustained.

Performance measurement is failing organisations worldwide, whether they are multinationals, government departments, or non-profit agencies. The KPIs that have been adopted were dreamed up one day without any linkage to the critical success factors (CSFs) of the organisations. The lack of understanding of performance measures has led most monitoring and reporting of measures to fail, including balanced scorecard initiatives. At this workshop a practical step by step methodology is shared that helps organizations to rediscover their critical success factors and underpinning winning key performance indicators.