Service Excellence; lead by leaders, delivered by teams
We have developed the BPS Model of Service Improvement with our clients over the last 8 years. As George Box said “Essentially, all models are wrong, but some are useful.” Our intention is that the model is useful to business leaders who are committed to transform the performance of their service operations; delighting customers with an engaged team at reduced cost – win, win win or Win3 as we refer to it.
The whole is greater than the sum of the parts…
Just like the organisation you lead, the model is a system of interrelated, interdependent and overlapping elements. Using it helps you to view your organisation as a system. Chances are you are doing SOME of the six vital elements, you may well be doing some really well, unfortunately our experience is that this is unlikely to get you the results you seek.
There is a logic to the composition of the model; front and center is Improvement Centered Leadership, the glue that holds the components together; consistency in messaging and constancy of purpose that ensures the approach is not just sustained but develops and improves over time. Customer Purpose is your magnetic north, what your improvement work, growth and operational strategies are aligned to. Performance Measurement helps you to understand where you are currently relative to our Customer Purpose, and provides the plan and the feedback that charts your improvement journey. Process Optimisation is the means to that ends, your key enabler to achieving the performance potential of your organisation. In order to achieve that potential your improvement efforts will need to extend beyond your organisation, you will need to actively collaborate with both suppliers and customers. None of this can be achieved without the engagement of your people, equipping them all with a consistent and fit for purpose Continual Improvement Methodology is key to this.
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