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Does everyone in your organisation know who their customers are?
Do they know how well they are fulfilling their customers’ needs on a daily basis?
Do they know what they can work on to improve each day?
Based on BT’s first-hand experience deploying continuous improvement inside their organisation to more than 25,000 employees, this workshop will help you understand what’s needed to develop a continuous improvement culture within your organisation.
A culture of continuous improvement involves everyone and, when done in a sustainable way, can deliver 5-10% benefit year on year. BT’s experience has shown that giving people at the front line a shared purpose and clear direction, together with the capacity and authority to solve simple problems and make change happen, has hard business results, and creates immediate value for your customers.
This workshop will provide a case study of BT’s approach and learning in developing and deploying continuous improvement, and covers four main areas:
- Setting direction
- Customer-focused dialogue
- Team based problem solving
- Creating change
The workshop includes a simulation and real life examples to reinforce the learning throughout the day.
All members receive a number of workshop places FREE of charge as part of their membership package. Please call Heidi Lizzimore – or a member of our events team – to find out more on +44 (0)20 7654 5000 or email us.