Our aim is to be your trusted, long-term and highly valued partner with whom your organisation achieves levels of improvement that were hitherto unimaginable.
We achieve this aim with our clients through our approach which is starts by really understanding your context. We listen. We ask questions intended to improve understanding, not to provoke, embarrass or to attempt to impress or belittle. We do not have “standard approaches”, we are guided by the principles embedded in our model of service excellence, not led by tools and techniques.
Whole System Perspective
We will help you see your organisation in an entirely new light, a system viewed from the perspective of your customers. What this reveals is the way the work works, and doesn’t work. It is an engaging perspective, one that your staff will “get” straight away; so much more relevant to their work, frustrations and rewards than “optimising the silos” which is what the functional hierarchy perspective encourages us to do.
By focusing attention on doing those things that the customer truly values (exceptionally well), and eliminating or at least reducing those which are not valued, we find that service improves, costs fall and delays are reduced. The concept of a reduction in cost resulting from better service is both counter-intuitive and a direct challenge to conventional management norms, but if we are able to change the way we think, we have the opportunity to realise benefits far in excess of those we imagined possible with a conventional way of thinking.
As the Chinese proverb reminds us “Tell me, I’ll forget. Show me, I’ll remember. Involve me, I’ll understand” we recognise the importance of working with you and your teams actively engaging them, not only in the doing but also in the design of the intervention.
Change from the inside out
Intervention successes do not belong to us, they belong to you and your team. It is counter-intuitive, but our long-term relationships are born out of working with the aim of transferring capability to to your team, reducing the intensity of our support and getting out of your way as soon as possible. Through this approach we have proven that change and improvement come from within, and that results are sustained. The measure of our success is measured in the improvement achieved after our involvement.
The Bespoke Performance Solutions Framework of Service Excellence