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Alex Walker – Flint Change
Christine Smith - NHBC
A remarkable improvement programme delivering over 30 points improvement in NPS in just 3 years…….
and more to come!
3 January 2014
3 January 2014“failure”
“ issues ”
“ issues ”
Why change?
Fragmented process
Delays and poor control
No consistent single
point of contact
Poor communication
Customerjourney
ScrutinyComplaints
Complaints high
What’s stopping us?
What you told us……………………………
Conference 2015
What staff told us…
What customers said… NPS 9?
Support from the top
• To deliver tough messages
• Things have to change
• Introduce new ways of
working
• QA programme
• Ownership
• And much more
Storytelling
Let me tell you about Mrs X…
NPS 9 to ?? by 2020
AMBITION
How do we want our customers to feel?
How can we be really proud of what we do?
• Signalling everything really is changing
Change of Environment and much more…………..
• Signalling everything really is changing
• Quality Assurance – NEW
• Manager training – over and over and over again
• Robust absence management – NEW
• Accountability (what and how) - NEW
• Firm and fair performance management - NEW
• Visibility and transparency on individual performance - NEW
• Line of sight – NEW
• Clear goals - NEW
Change of Environment and much more…………..
“ ?!* ”
moan
“ complain ”
“ tut.. ”
“ sigh ”
“I knew they were going to complain.
”
Are we nearly there yet?
Bridge the Gap – just 3 words!
Big gap
Big opportunity
What’s next
• Stay on it!
• Keeping checking in that managers are on it!
• Recognition ‘You’ve Been Claimed’
• Ideas ‘Flourish’
• Bridge the Gap project
• Customer Service Awards for the industry
To sum up
• There must be a clear vision for the future with a plan
• Inspire and engage managers to want to deliver it
• Difficult balancing act between tough love and engagement
• Consistent messaging and energy
• Measure performance and manage against it
• Reward and recognition (of performance and ideas)
• NPS 50 our 2020 target is within sight…….
Thank you.