caring to care: ensuring growth and quality in service delivery eric shepherd
TRANSCRIPT
Caring to care:Ensuring growth and
quality in service delivery
Eric Shepherd
Overview
O OSG – a brief introductionO The world of lean: the critical differenceO The client: the critical “I”O Meeting of mindsO Solving the problem: the critical mediumO “Auto-pilot” problem solvingO Mindful problem solvingO Client’s experience = sum of all “moments of truth”O OSG’s journeyO Lean Health Check and Innovation CycleO SummaryO Questions and comments
OSG: a brief introduction
400
The world of lean: the critical difference
Physical PsychologicalI have this need…
I have an SOP for dealing with that kind of problem…
Continuous improvement of process Removal of wasteMaximum value to
customer
Continuous improvement of process Removal of waste???
Why?Meeting of two “I’s”
The client: the critical “I”
I have this need…
“Meeting of minds”
Client Service Deliverer
That’s a problem. I have a solution…
The client: the critical “I”
I have this need…
Solving the problem: the critical medium
Client Service Deliverer
Conversation
Relationship
“Meeting of minds”
That’s a problem. I have a solution…
I have this need…
Client
Mindless Delivery
“Auto-pilot” problem solving
What’s going on here!
Solving the problem: the critical medium
Moment of
truth!!
This is the solution you’re going to get…
Service Deliverer
I have this need…
That’s a problem. I have a solution…
Client Service Deliverer
I have a solution… I’ll see it from your perspective
Empathy
Mindful problem solving
Wow! That’s different!
Moment of
truth!!
“Auto-pilot” problem solving
This is the solution you’re going to get…
I have this need…
Client’s experience = sum of all “moments of truth”
Completed
Extreme Dissatisfaction
Initiated
Extreme Satisfaction
SERVICE TO CUSTOMER
CUSTOMER PERCEPTION
“Basics”; “musts” Presumed minimum; doesn’t need specifyingThreshold Care
“Same as the competition”Expected; can be specified before / if absentComparable Care
“The difference that makes the difference” Exceptional; unexpectedExtraordinary Care
OSG’s journey
Beyond 2010Growth and quality
Enterprise Ireland“We want to grow”
The Next StepReconfiguration for growth and quality
Developing individual reflective practicePerformance Management System
Conversation and relationship management
training
Developing team reflective practice
Lean Health Check and Innovation Cycle
Manager and Team Leader
training
Lean Health Check and Innovation Cycle
Performance Management System
Implement & Monitor
Week 4
Week 5
Week 6
Week 2
Week 3
LHCI EventWeek 1
Solution Generation
Implementation
Action PlanData
Gathering
Briefing
Problem Identification
Implement & Monitor
Implement & Monitor
Implement & Monitor
Implement & Monitor
Implement & Monitor
Individuals Team
Summary
Growth
Quality
Formula
Message
140 400 people
Extraordinary serviceO No. 1 in all league tablesO Deloitte’s best managed company winner 2012 & 2013O Ernst and Young’s Entrepreneur of the year finalist 2013O British Insurance Awards runner up 2013
Conversation and relationship management Mindfulness
“Working together with you, we’ll give extraordinary service”
OSG’s experience…
“Mindful Lean” is good business
Questions and comments