Service Excellence - Philip Leigh
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Service ExcellenceUK Advantage Course
Presented by Philip Leigh
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‘A talent or quality that is unusually good…
…it surpasses ordinarystandards’
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Sustainable profitable
growth
World class operating systems and proceduresTo create common world class
operating systems and procedures, facilitating sustainable,
profitable growth
Performance based culture
To create a winning based culture, enabling profitable
organic growth
The right customersTo become the supplier of choice
to our chosen customers
The best peopleTo create a development programme that provides
opportunity for our employees and attracts the people that we
need for the future
2013 CBIII margin target 7%
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Excellence is a must to ‘WOW’ your
customer
Excellence is not appropriate in
our business
We can’t afford excellence
We expect excellence for some of our services and
will pay for it
Excellence is about individual behavior, not about how much
you pay
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World Class Operating Systems
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World Class Operating Systems
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MyMCs
World Class Operating Systems
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"The whole principle came from the idea that if you broke down everything you could think of what goes into riding a bike, and then improved it by 1%, you will get a significant increase when you put them all together.”
Dave Brailsford
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Sustainable profitable
growth
World class operating systems and proceduresTo create common world class
operating systems and procedures, facilitating sustainable,
profitable growth
Performance based culture
To create a winning based culture, enabling profitable
organic growth
The right customersTo become the supplier of choice
to our chosen customers
The best peopleTo create a development programme that provides
opportunity for our employees and attracts the people that we
need for the future
2013 CBIII margin target 7%
“We are going to be the world’s greatest service
organisation”