The document outlines a 5-step process for coaching organizations to improve performance: 1) Analyze hard data and form initial opinions, 2) Gather individual and organizational intelligence, 3) Define the scope of work, 4) Conduct discovery interviews and assessments, 5) Provide feedback and recommendations. It recommends developing a defined, consistent customer journey across all delivery sites aligned with contractual outcomes to optimize performance. Interviews found inconsistencies in customer journeys and a lack of understanding of how journeys lead to sales. A consistent journey would improve understanding of key performance indicators and allow for continuous quality improvement.

1. Delivering Excellence –
Coaching individuals,
teams and organisations
to be the best they can
be.

2. Step 1 Data analysis
Hard data aligned
to the purpose of
the contract or
desired outcome
Form initial
‘opinion’ from data
Step 2
Individual or
organisational
intelligence and
local knowledge
Share basis of
opinion and
overlay with local
knowledge
Identify and agree
scope of work
Step 3 Scope of work
discussions
Define and agree
the scope of work
detail
Plan and agree
timetable and
resources - costs,
etc, involved
Step 4
Discovery
Interviews and
assessment
Observation,
interview and/or
team session
Test assumptions
and form
recommendations
Step 5 Conclude and
review
Feedback findings
and conclusions
Agree
recommendations
and changes -
SMART Action
Plan
Process: Planning, Analysis, and Recommendations

3. One to one
interviews
Group work
Observations
Resources
Customer
feedback
Customer
experience
Purpose,
outcome or
result
Recommendations
Assessment Method: Multi-Source data gathering, focused on the customer
experience, to generate specific actionable recommendations.

4. Comments will be categorised under the following headings to focus conclusion
and summary in the correct area:
Customer
experience
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
• Current
Performance
• Revenue
• Alignment
• Morale
• Contract
• Delivery Method
• Culture
• Knowledge of the
landscape
• Contracted KPI’s
• Operations
Alignment
• Testing
• Gap
• Plan
• LEAN, systems
thinking, 6
sigma
• £High Value ROI
• Internal Staff,
• Multi Functional
Teams
• MI and IT
• Setting a strategic
Approach
• Developed a 4
stage incremental
improvement Plan
e.g. Base Camp
24%, 55%, 85% -
100% = The summit

5. 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

6. 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
delivery model.
 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.