caring to care: ensuring growth and quality in service delivery eric shepherd

Caring to care:Ensuring growth and

quality in service delivery

Eric Shepherd

Overview

O OSG – a brief introductionO The world of lean: the critical differenceO The client: the critical “I”O Meeting of mindsO Solving the problem: the critical mediumO “Auto-pilot” problem solvingO Mindful problem solvingO Client’s experience = sum of all “moments of truth”O OSG’s journeyO Lean Health Check and Innovation CycleO SummaryO Questions and comments

OSG: a brief introduction

400

The world of lean: the critical difference

Physical PsychologicalI have this need…

I have an SOP for dealing with that kind of problem…

Continuous improvement of process Removal of wasteMaximum value to

customer

Continuous improvement of process Removal of waste???

Why?Meeting of two “I’s”

The client: the critical “I”

I have this need…

“Meeting of minds”

Client Service Deliverer

That’s a problem. I have a solution…

The client: the critical “I”

I have this need…

Solving the problem: the critical medium

Client Service Deliverer

Conversation

Relationship

“Meeting of minds”

That’s a problem. I have a solution…

I have this need…

Client

Mindless Delivery

“Auto-pilot” problem solving

What’s going on here!

Solving the problem: the critical medium

Moment of

truth!!

This is the solution you’re going to get…

Service Deliverer

I have this need…

That’s a problem. I have a solution…

Client Service Deliverer

I have a solution… I’ll see it from your perspective

Empathy

Mindful problem solving

Wow! That’s different!

Moment of

truth!!

“Auto-pilot” problem solving

This is the solution you’re going to get…

I have this need…

Client’s experience = sum of all “moments of truth”

Completed

Extreme Dissatisfaction

Initiated

Extreme Satisfaction

SERVICE TO CUSTOMER

CUSTOMER PERCEPTION

“Basics”; “musts” Presumed minimum; doesn’t need specifyingThreshold Care

“Same as the competition”Expected; can be specified before / if absentComparable Care

“The difference that makes the difference” Exceptional; unexpectedExtraordinary Care

OSG’s journey

Beyond 2010Growth and quality

Enterprise Ireland“We want to grow”

The Next StepReconfiguration for growth and quality

Developing individual reflective practicePerformance Management System

Conversation and relationship management

training

Developing team reflective practice

Lean Health Check and Innovation Cycle

Manager and Team Leader

training

Lean Health Check and Innovation Cycle

Performance Management System

Implement & Monitor

Week 4

Week 5

Week 6

Week 2

Week 3

LHCI EventWeek 1

Solution Generation

Implementation

Action PlanData

Gathering

Briefing

Problem Identification

Implement & Monitor

Implement & Monitor

Implement & Monitor

Implement & Monitor

Implement & Monitor

Individuals Team

Summary

Growth

Quality

Formula

Message

140 400 people

Extraordinary serviceO No. 1 in all league tablesO Deloitte’s best managed company winner 2012 & 2013O Ernst and Young’s Entrepreneur of the year finalist 2013O British Insurance Awards runner up 2013

Conversation and relationship management Mindfulness

“Working together with you, we’ll give extraordinary service”

OSG’s experience…

“Mindful Lean” is good business

Questions and comments