Sustainable Performance Excellence (SPEx)

For Customer Journey
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Any BUSINESS can improve its CUSTOMER JOURNEYS by deploying SUSTAINABLE PERFORMANCE EXCELLENCE, because it CUTS THROUGH OPERATIONAL SILOS TO BRING PEOPLE TOGETHER

All Business Leaders!

So you’ve decided to focus on ‘customer journeys. Your Customer performance isn’t where it needs to be and it’s hurting the business. You’ve probably made changes to technology and to processes using various customer experience tools and techniques, even brought in a bunch of consultants to make things better but you’re still not quite where you need to be.

Find a different approach

Every day you see the same challenges with people struggling to work cross functionally, they all seem to work to a different tune at times. It seems like there’s a hundred improvement projects, but they are all similar to what you’ve done before. You’re looking for a different approach, something that isn’t all about technology, more about the actual work and the people doing it. It feels like everything is in place but at the same time it isn’t.

We know how you feel, we have been there and spent years working in ways that had the same old constraints until we developed our own thinking around how to tackle Customer Journeys.

We can help

For nearly 20 years we have been working on improving teams, processes, organisations. We’ve worked on hundreds of projects but honestly, until the last few years we’d been going about it in, let’s just say, not the BEST way. As a paid consultant, problem solver, Improvement person, whatever you want to call what we do we were always the ones solving the problems and giving all the answers. Then we got brave, started asking more questions instead of answering them, we started with coaching. That’s what’s allowed us to add the word SUSTAINABLE to our PERFORMANCE EXCELLENCE equation. It’s one of our, not so secret ingredients.

Jason has coached and mentored me over the last few years, he has completely changed how I see problems and how work flows. The best thing about working with Jason is the way he questions and encourages you to think and develops your abilities instead of making you reliant on him. His great passion for helping people and learning means that he listens and fits his approach for the people he is working with. I can’t thank him enough and can’t wait to hear who he helps next.

Tara Seipel

Change & Continuous Improvement, Yorkshire Water

How we deliver Sustainable Performance Excellence

The transformation of a customer journey by an internal team through coaching in the delivery of a Getting and Deploying knowledge methodology to enable breakthrough improvements in Customer, People and Cost metrics

1

Familiarisation

An initial information gathering exercise in the work to get an understanding of what’s in scope and to create the right conditions upfront for a team.

U

Get Knowledge

6 lenses to help a team to ‘Get Knowledge’ about the customer journey at the required level.

I

Deploy Knowledge

6 principles for moving into action in a pilot scenario using all of the learning from the ‘Get Knowledge’ phase.

N

Transference

A bespoke plan for us to remove ourselves from the situation leaving the capability within the team to continue and also move to other Customer Journeys.

So, if you’ve decided that now is the time to think about Customer Journeys then, brilliant, that’s amazing and we believe completely the right thing. If you’re now looking for consultancy to come and tell you what to do to improve them then please don’t choose our SPEx programmes. However, if you want to get moving on learning how to improve your customer journeys in a way that will feel different, will challenge your people to think, will challenge you’re your business views improvement and will engage your people to be a part of it, then you’ve come to the right place.

Other ways we can help

Operations

A 4 phase coaching approach enabling operational business leaders and their teams to improve their Customer performance whilst also improving both People and Productivity metrics.

Organisations

A strategic approach to the implementation of SPEx across an organisation. It enables a clear plan to be formed to take defined organisational values and behaviours and deliver them at team level through a coaching approach.

Improvement Function

The coaching of an improvement team in the delivery of a 4-phase coaching approach enabling operational business leaders and their teams to improve their productivity whilst also improving both Customer and People metrics.

Customer Journey

The transformation of a customer journey by an internal team through coaching in the delivery of a Getting and Deploying knowledge methodology to enable breakthrough improvements in Customer, People and Cost metrics

Vision

A 6 step framework to enable you and your team/business to create an engaging vision that depicts where you are, where you are heading and how you will get there TOGETHER

We also deliver our classic improvement training courses including Mindset, Kata and Lean Six Sigma training

VIRTUAL, FACE TO FACE OR HYBRID

It doesn't matter. During the pandemic we've learned how to deliver our courses in a virtual environment with the same great results

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Get In Touch

Location: Studio 19, The Media Centre, 7 Northumberland Street, Huddersfield, HD1 1RL

Telephone: 07868 956869

Email: hello@getknowledge.co.uk

Office Hours: M-F: 8am - 5pm

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