Head of Operations
2:40 PM Case Study: How Service NSW Implemented A Circular Service Continuous Improvement Model To Change The Paradigm Of Service
In the service industry, data can be overlooked as a crucial way to determine operational excellence. Using data to govern your processes is essential to ensure that changes are verified to be the most efficient improvement for your organisation and your customer.
This session discusses how Service NSW transformed their organisation to implemented the Circular Service Continuous Improvement model with the customer at the focal point. Steven will discuss the digital and cultural transformation required to implement such a model and the change to the paradigm of service, along with the data required to make the change.
- Tracking your data driven process improvement and creating data driven management of customers to provide full visibility of their needs
- Creating champions and empowering staff to be able to deliver feedback to the change managers and drive operational excellence
- Discuss the outcomes of such a collaborative operating model and how the digital transformation has been matched to support the needs of the customer and business