1. Caring to care: Ensuring growth and quality in service delivery Eric Shepherd

2. Overview O OSG – a brief introduction O The world of lean: the critical difference O The client: the critical I O Meeting of minds O Solving the problem: the critical medium O Auto-pilot problem solving O Mindful problem solving O Clients experience = sum of all moments of truth O OSGs journey O Lean Health Check and Innovation Cycle O Summary O Questions and comments

3. OSG: a brief introduction 400

4. The world of lean: the critical difference Physical Psychological I have this need… I have an SOP for dealing with that kind of problem… Continuous improvement of process Removal of waste Maximum value to customer Continuous improvement of process Removal of waste ??? Why? Meeting of two Is

5. The client: the critical I I have this need…

6. Meeting of minds Client Service Deliverer Thats a problem. I have a solution… The client: the critical I I have this need…

7. Solving the problem: the critical medium Client Service Deliverer Conversation Relationship Meeting of minds Thats a problem. I have a solution… I have this need…

8. Client Mindless Delivery Auto-pilot problem solving Whats going on here! Solving the problem: the critical medium This is the solution youre going to get… Service Deliverer I have this need… Thats a problem. I have a solution…

9. Client Service Deliverer I have a solution… Ill see it from your perspective Empathy Mindful problem solving Wow! Thats different! Auto-pilot problem solving This is the solution youre going to get… I have this need…

10. Clients experience = sum of all moments of truth

11. OSGs journey Beyond 2010 Growth and quality Enterprise Ireland We want to grow The Next Step Reconfiguration for growth and quality Developing individual reflective practice Performance Management System Conversation and relationship management training Developing team reflective practice Lean Health Check and Innovation Cycle Manager and Team Leader training

12. Lean Health Check and Innovation Cycle Performance Management System Implement & Monitor Week 4Week 5Week 6Week 2Week 3 LHCI Event Week 1 Solution Generation ImplementationAction Plan Data Gathering Briefing Problem Identification Implement & Monitor Implement & Monitor Implement & Monitor Implement & Monitor Implement & Monitor IndividualsTeam

13. Summary Growth Quality Formula Message 140 400 people Extraordinary service O No. 1 in all league tables O Deloittes best managed company winner 2012 & 2013 O Ernst and Youngs Entrepreneur of the year finalist 2013 O British Insurance Awards runner up 2013 Conversation and relationship management Mindfulness Working together with you, well give extraordinary service

14. OSGs experience… Mindful Lean is good business

15. Questions and comments