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Caring to care: Ensuring growth and quality in service delivery. Eric Shepherd. Overview. OSG – a brief introduction The world of lean: the critical difference The client: the critical “I” Meeting of minds Solving the proble m: the critical medium “Auto-pilot” problem solving

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Caring to care ensuring growth and quality in service delivery

Caring to care:Ensuring growth and quality in service delivery

Eric Shepherd


Overview
Overview

  • OSG – a brief introduction

  • The world of lean: the critical difference

  • The client: the critical “I”

  • Meeting of minds

  • Solving the problem: the critical medium

  • “Auto-pilot” problem solving

  • Mindful problem solving

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

  • OSG’s journey

  • Lean Health Check and Innovation Cycle

  • Summary

  • Questions and comments



The world of lean the critical difference
The world of lean: the critical difference

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

Psychological

Physical

Ihave this need…

Continuous improvement of process

Removal of waste

Maximum value to customer

Continuous improvement of process

Removal of waste

???

Why?

Meeting of two “I’s”


The client the critical i
The client: the critical “I”

I have this need…


Meeting of minds
“Meeting of minds”

The client: the critical “I”

That’s a problem. I have a solution…

I have this need…

Service

Deliverer

Client


Solving the problem the critical medium

“Meeting of minds”

Solving the problem: the critical medium

That’s a problem. I have a solution…

I have this need…

Conversation

Relationship

Service

Deliverer

Client


“Auto-pilot” problem solving

Solving the problem: the critical medium

This is the solution you’re going to get…

That’s a problem. I have a solution…

I have this need…

Mindless Delivery

What’s going on here!

Moment of truth!!

Service

Deliverer

Client


“Auto-pilot” problem solving

Mindful problem solving

Empathy

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

This is the solution you’re going to get…

I have this need…

Wow! That’s different!

Moment of truth!!

Service

Deliverer

Client


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


Osg s journey
OSG’s journey

Developing team reflective practice

Lean Health Check and Innovation Cycle

Conversation and relationship management training

Manager and Team Leader training


Lean health check and innovation cycle

  • Week 3

  • Week 4

  • Solution Generation

Lean Health Check and Innovation Cycle

  • Briefing

  • Week 2

  • Implementation

  • Week 5

Implement

& Monitor

Implement

& Monitor

  • Data Gathering

  • Week 1

  • Action Plan

  • Week 6

Implement

& Monitor

Implement

& Monitor

  • LHCI Event

Performance Management System

Individuals

Team

Implement

& Monitor

Implement

& Monitor


Summary
Summary

Growth

Quality

Formula

Message

  • 140 400 people

  • Extraordinary service

    • No. 1 in all league tables

    • Deloitte’s best managed company winner 2012 & 2013

    • Ernst and Young’s Entrepreneur of the year finalist 2013

    • 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



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