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Session 1.1: The Organisation as a System
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What's different about service organisations
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Managing the organisation as a "whole system"
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What is a High Performance Work Team?
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What is the Role of a Team Leader/Manager in a High Performance Team
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What is the Role of Mid-Level Manager in a High Performance Organisation
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Complicated v Complex : Why the Difference Matters
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Public v Private Sector: Is there a difference
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Exercise / Poll
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Session 1.2: Mission, Vision, Strategy & Goals
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Stakeholders: What do they expect?
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Mission & Vision
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Values & Behaviours
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Strategy
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Goals
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Bringing it together: Strategy Deployment
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Exercise / Poll
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Session 1.3: Organisational Performance
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Effectiveness v Efficiency in Services
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Measuring Productivity in Services: Output v Outcomes
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Role of Quality in Assessing Productivity in Services
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Exercise / Poll
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Session 2.1: Capturing The Customer Experience (Cx)
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Voice of the Organisation
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Voice of the Customer
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Setting the Cx Goals
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Linking Strategy to Goals and Priorities
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Exercise / Poll
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Session 2.2: Mapping The Customer Experience
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The Role Customers Play in Service Organisations
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Gap model of customer experience measurement
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Voice of the Process: Journey / Value Stream Mapping
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Articulating the Vision
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Exercise / Poll
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Session 3.2: Articulating to Customers and Market
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Accuracy and Consistency
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How do we communicate?
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One way or Two Way Communication?
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Exercise / Poll
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Session 3.3: Articulating to Partners / Supply Chain
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Accuracy and Consistency
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How do we communicate?
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One way or Two Way Communication?
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Exercise / Poll
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The Economic System
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The Underlying Economics of Organisations
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Time Driven Activity Based Costing
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The Importance of Cashflow
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Quiz / Poll
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Session 3.1: Articulating Internally
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Recruitment
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Induction / On-Boarding
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Performance Assessment
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Exercise / Poll
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Session 4.1: The Social System
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Aligning our Behaviors and Actions
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Rewarding Behaviours and Actions
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Psychology Safety
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Exercise / Poll
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Session 4.2: The Process System
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Designing processes that work
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Implementing processes that work
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Improving processes to work better
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Exercise / Poll
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Session 4.3: The Technology System
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Management as a Technology
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Enabling people through technology
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Enabling customers through technology
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Enabling processes through technology
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Exercise / Poll
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Session 5.1: Establishing Control
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Demand and Capacity Management
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Effective Planning
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Exercise / Poll
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Session 5.2: Establishing Effectiveness
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Developing levers of control
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Steering and nudging
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Exercise / Poll
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Session 5.3 Establishing Agility
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Flexible Skilled workforce
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Planning and Forecasting
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Exercise / Poll
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Session 5.4: Establishing Efficiency
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Resource utilisation
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Eliminating Waste
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Exercise / Poll
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Session 5.5: Automation
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Eliminating Non-Value
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Automation to add value
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Exercise / Poll
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Sesion 5.6: Digitalisation
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Customer Experience
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Employee Experience
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Partner Experience
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Exercise / Poll
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Sesion 6.1: Monitoring Organisational Performance
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Measuring the right things
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Avoiding the illusions of accuracy
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Bottom-up versus top-down metrics
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Exercise / Poll
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Session 6.2: Learning from Feedback
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Capturing our Learnings
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Reviewing our Learnings
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Converting our Learnings to Insights
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Exercise / Poll
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Session 6.3: Improving Performance
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Developing a structured methodology
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Improvement as part of the day job
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Improving versus changing
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Exercise / Poll
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Session 6.4: Adapting
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Adapting versus Improving
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Structures to support adaptation
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Exercise / Poll
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Session 6.5: Innovating
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What is Innovation?
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Innovating Day by Day
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Frontline Workers As Innovation Scouts
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Exercise / Poll
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