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Kaizen and Internal
Customer Service
Graham Roberts-Phelps
www.grahamphelps.com
Change is the only constant
• External events and shifts
• Organisational evolution
• Customer expectations
• Business demands
www.grahamphelps.com
Starting point
Not what you do,
but who you are.
www.grahamphelps.com
Key focus points
1. Competence
2. Knowledge
3. Relationships
4. Easy to work with
5. Inspire confidence
6. Add value
www.grahamphelps.com
• “It is not the
strongest of the
species that
survives, nor the
most intelligent,
but the one most
responsive to
change”
Charles Darwin
www.grahamphelps.com
Kaizen and Internal
Customer Service
Graham Roberts-Phelps

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