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Caring to care: Ensuring growth and quality in service delivery

Caring to care: Ensuring growth and quality in service delivery. Eric Shepherd. Overview. OSG – a brief introduction The world of lean: the critical difference The client: the critical “I” Meeting of minds Solving the proble m: the critical medium “Auto-pilot” problem solving

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Caring to care: Ensuring growth and quality in service delivery

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  1. Caring to care:Ensuring growth and quality in service delivery Eric Shepherd

  2. Overview • OSG – a brief introduction • The world of lean: the critical difference • The client: the critical “I” • Meeting of minds • Solving the problem: the critical medium • “Auto-pilot” problem solving • Mindful problem solving • Client’s experience = sum of all “moments of truth” • OSG’s journey • Lean Health Check and Innovation Cycle • Summary • Questions and comments

  3. OSG: a brief introduction 400

  4. The world of lean: the critical difference I have an SOP for dealing with that kind of problem… Psychological Physical Ihave this need… Continuous improvement of process Removal of waste Maximum value to customer Continuous improvement of process Removal of waste ??? Why? Meeting of two “I’s”

  5. The client: the critical “I” I have this need…

  6. “Meeting of minds” The client: the critical “I” That’s a problem. I have a solution… I have this need… Service Deliverer Client

  7. “Meeting of minds” Solving the problem: the critical medium That’s a problem. I have a solution… I have this need… Conversation Relationship Service Deliverer Client

  8. “Auto-pilot” problem solving Solving the problem: the critical medium This is the solution you’re going to get… That’s a problem. I have a solution… I have this need… Mindless Delivery What’s going on here! Moment of truth!! Service Deliverer Client

  9. “Auto-pilot” problem solving Mindful problem solving Empathy Ihave a solution… I’ll see it from your perspective This is the solution you’re going to get… I have this need… Wow! That’s different! Moment of truth!! Service Deliverer Client

  10. Client’s experience = sum of all “moments of truth”

  11. OSG’s journey Developing team reflective practice Lean Health Check and Innovation Cycle Conversation and relationship management training Manager and Team Leader training

  12. Problem Identification • Week 3 • Week 4 • Solution Generation Lean Health Check and Innovation Cycle • Briefing • Week 2 • Implementation • Week 5 Implement & Monitor Implement & Monitor • Data Gathering • Week 1 • Action Plan • Week 6 Implement & Monitor Implement & Monitor • LHCI Event Performance Management System Individuals Team Implement & Monitor Implement & Monitor

  13. Summary Growth Quality Formula Message • 140 400 people • Extraordinary service • No. 1 in all league tables • Deloitte’s best managed company winner 2012 & 2013 • Ernst and Young’s Entrepreneur of the year finalist 2013 • British Insurance Awards runner up 2013 • Conversation and relationship management • Mindfulness • “Working together with you, we’ll give extraordinary service”

  14. OSG’s experience… “Mindful Lean” is good business

  15. Questions and comments

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