Chris Leahy, Head of Customer Operations - Service Development
The Situation“We were introduced to Bespoke Performance Solutions at a particularly challenging time for our organisation; huge pressure to improve and a huge amount of change going on. The newly formed team that I was leading were very much at the centre of that change, and we were certainly feeling the pressure. What got our attention straight away was the speed at which Ben was able to familiarise himself with our situation, his questions brought real clarity and within a matter of hours we were beginning to see our challenges in a different and positive light."
How Bespoke Performance Solutions helped us
|Over the following months Ben and the other BPS associates introduced very different approaches to understanding and improving performance, much of which seemed to contradict accepted management norms. If I had to single out a specific, I’d say it was the area of interpreting data where we learned the most and which brought most benefit. We were introduced to the concept of variation and helped to distinguish between noise and signals in our performance data. Equipped with this knowledge we embarked on a pilot that identified and exploited opportunities, each of which served to simultaneously improve service, improve cost efficiency and remove frustrations for our people allowing our managers to do their job as opposed to continually reacting and fire-fighting. This knowledge and experience has had a profound and enduring impact on my personal approach to developing strategy, meeting operational challenges and how I now, as a Director, lead my teams. We orientate ourselves around purpose derived from what matters to customers, we have an unrelenting pursuit of “right first time” and we have an intelligent yet simple approach to performance measurement, deployed to inform improvement as opposed to judge. The advice I’d give to anyone contemplating working with BPS is to listen and be open towards understanding what’s important to people and the good use of data. You will embark on a learning journey and be given the tools and insight to make real changes to your organisation for the better.|
Ben at Bespoke Performance Solutions was incredibly attentive, professional and immensely helpful in my personal development as well as organisaional improvement
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