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IT and SCC BPO Presentation CONCIERGE A Behavioural Approach to Service Excellence Lee Laver UK North IT Service Delivery Director March 2007

Problem ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],But, the more we do what we’ve always done the more we’ll get what we’ve always got.

Three Wakeup Strands ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Future ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

IT really is rockIT Science after all

Features ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Launch ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Workshop ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Secondments ,[object Object],[object Object],[object Object],[object Object],[object Object]

Intergroup CPR (1) In Liberata it is easy to ignore the issues we have with our peers, we let harmful conversations go unchallenged at the coffee machine,during cigarette breaks. We act as though requests are optional. Private conversations such as “group X are unhelpful”, “don’t know why we bother when they don’t” etc are harmful. End result is relationships between teams can fester without anyone knowing or nipping the problems in the bud. Moreover, when conversations are between role models, it can send the wrong messages to impressionable staff.

Intergroup CPR (2) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Intergroup CPR(3) My Team My Services My Requirements Inter Group Perception Management

Intergroup CPR(4) ,[object Object],[object Object],[object Object],[object Object],[object Object],Ownership Ownership Ownership Ownership Ownership Communication Responsiveness Promises

Integration into BAU ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Benefits ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Threat / Mitigation ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Important ... ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Measure ... ,[object Object],[object Object],[object Object]

Features ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

reason ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Mapping I don’t Know I Know You all Know You don’t all Know NOT GOOD GOOD Excellence

Questions ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

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