1. LEADERSHIP FOR REFORM AND CUSTOMER FOCUS
Michael MacMillan, OPSR
IPSG
1 December 2005

2. PUBLIC SERVICES LEADERSHIP CONSORTIUM
Joint use of resources
Degree of joint activity/ collaboration
Joint commissioning
Greater linkage between leadership activities
Sharing of best practice/ information

3. Key Policy Drivers …. … Leadership Response Joined up leadership
Increase personalisation
& choice
Service delivery across many sectors and partners
Greater devolution and flexibility to local leaders
New roles through workforce reform
Leadership for reform: values incentives, morale
Joined up leadership
Collaborative leadership development
Delivering services across sector boundaries
Common leadership qualities for reform: customer segmentation, marketing, partnership & procurement

4. The Learning Framework
The Spectrum
Seeing through customers’ eyes
Re-aligning whole organisation
The satisfaction mirror
Empowering and authorising staff
Sustaining management focus
Entrepreneurial skills
Pre-requisites
Learning Areas of
the Core Curriculum
The satisfaction mirror
Transfer of Learning & Embedding

5. Leadership
Communications
Implementation
Key Points
Activities
Service Design
Staff Engagement

6. Case Study: Leading Change
Management Frog
New Frog
Unions Frog

7. Value for Money Building view of the variety of products on offer
Better understanding of the market:
Of the suppliers
Costs and profitability
Procurement process
Value for Money Indicators
Pooling research budgets
Joint action on procurement
More proactive role in shaping the market
Driving improved efficiencies and value for money

8. LEADERSHIP FOR REFORM AND CUSTOMER FOCUS
Michael MacMillan, OPSR
IPSG
1 December 2005