Delivering Excellence –
teams and organisations
to be the best they can
Step 1 Data analysis
Hard data aligned
to the purpose of
the contract or
‘opinion’ from data
Share basis of
overlay with local
Identify and agree
scope of work
Step 3 Scope of work
Define and agree
the scope of work
Plan and agree
resources - costs,
Step 5 Conclude and
and changes -
Process: Planning, Analysis, and Recommendations
One to one
Assessment Method: Multi-Source data gathering, focused on the customer
experience, to generate specific actionable recommendations.
Comments will be categorised under the following headings to focus conclusion
and summary in the correct area:
Leadership & MI Resources
Targets & measures –
aligned to outcomes
Findings / Recommendations: Formal suggestions categorized by ‘Action Area’
with specific tasks, measures, and expecting outcomes, target dates
• Delivery Method
• Knowledge of the
• Contracted KPI’s
• LEAN, systems
• £High Value ROI
• Internal Staff,
• Multi Functional
• MI and IT
• Setting a strategic
• Developed a 4
e.g. Base Camp
24%, 55%, 85% -
100% = The summit
Summary of findings,
and action plan
Why are we recommending this action? Where the customer journey is clearly understood and implemented
the performance is over 100%.
The customer journey should be consistent.
Differences working with a portfolio of contracts need to be clearly
communicated and understood by front line staff.
Having a customer journey conducive to the sales outcomes of the
service is critical to meet the contract.
What evidence has resulted in this recommendation, based on the empirical
evidence from 1:1 interviews, observations, team sessions, etc ?
“I tell my employees to stay away from Centre Driven Guidance”
“The Centre is not performance driven all material is based around a
Quality System” (a quality system drives mediocrity)
From interviews, we did not get a sense of a defined customer journey
apart from one delivery site, who were more structured in their
approach to interviews, Information Advice and Guidance screening,
management, planning when customers would increase sales and
outcomes, and case conferencing, to optimise resources
The top performing site were confident and clear that their customer
journey will incorporates actions that leads to most of their sales.
Regardless of how sales ready the customer are, we have no adequate
way of ramping up activity proportionate to the amount of sales
required or actions needed to improve outcomes T his is not an
adequate amount of time for a customer who is ready to be promoted
as a sale.
A defined customer journey that needs to be consistent across all delivery and
ALIGNED TO CONTRACTUAL OUTCOMES TO OPTIMISE PERFORMANCE
A defined the customer journey that needs to be consistent across all delivery
and ALIGNED TO CONTRACTUAL OUTCOMES TO OPTIMISE PERFORMANCE
What do we believe this will do to improve current contracted
performance and continuously improve the business?
Following a consistent approach will ensure that The
Business understand key performance indicators such as
optimum on flow and off flow numbers and throughput.
Knowing the customer journey allows for continuous
improvement from a Quality Perspective. It is difficult to
monitor quality of provision when there is no consistent
It will allow the organisation to retain their own expertise
but ensure contracts are seen as the driver of their delivery
model, from an outcome and sales point of view.