Stage 2 - 22nd January 2014

Day 2 of the workshop when we focused mostly on where the rubber hits the road, i.e. the interface between the service user and the service provider. We explored how we could improve the customer experience by a) reducing variation in processes, b) remove waste from processes, c) improve the performance of people (motivation, commitment, competence, culture and productivity). Lots of exercises and much debate and another good day.  Lots of them wanted to have a photo taken with me so they must have enjoyed it!