Organisations all over the world are constantly struggling to manage their most valuable asset: their staff. There are constant challenges in getting positive results and in this session attendees heard how some organisations have succeeded, what their experiences were and how often small changes can have the most impact.

1. Communication 1
Pernille Mebus Carlsen

2. Falck is people
helping people
• Falck was established in 1906 in Denmark by Sofus Falck
• The vision is to prevent, rescue and rehabilitate
• Assistance – Emergency – Healthcare – Safty Training
• Falck operates in 45 countries with more than 40.000 employees

3. Basic management of dispatch center-staff performance
Communication 3

5. 5
Management is about people and achieving results as a team

6. • Invest a lot of time around your staff on a daily basis
• Be present, available and involved
• Keep close communication and dialog with
the team and every team-member
 Seek Best Practice constantly

7. Lean
• Lean is creating value for customer/patient
with least possible effort
• Trimming work processes by reducing waste and
create efficient flow
• Find Best Practice and implement as new standard

8. Lean Board – Visual Management

9. Lean Board Meeting
Communication 9
Weekly board meetings with your staff
• Status KPI
• Articulate successes and celebrate
• Seek causal of explanation
• Get feed-back on challenges, issues
and solutions
• Communicate strategi
• Follow-up

10. Structure and Follow-up
Communication 10
• Constant follow-up on team performance and wellbeing
• Follow-up on individual performance and wellbeing
with one-on-one interview
• High level of information, communication
and dialog face to face
• Keep focus and be consistent
• Implement ”Best Practise” as new standard

11. Staff Feedback
• Involved and heard
• Creates good and positive work-environment
• Individual feed-back on performance
• The direction is given
• Close dialog with manager
• Celebrate successes
• Visibility

12. Summary
• Be present and available as manager
• Involve your staff
• Find a structure and keep it simple
• Follow-up constantly
• Mark the successes

13. Thank you
Communication 13
Pernille Mebus Carlsen
pmc@falck.dk