BUILDING AGILE SERVICE ORGANIZATIONS
The ground rule is that: building an agile organization means enabling service departments to contribute their full talent and capabilities to create value for customers and remove bottlenecks. In other words, to become agile, organizations need to rely on a very simple scenario:
“THE CUSTOMER IS AT THE CORE OF EVERY ACTION”
In this Service Mastery Day, attendees explore in depth how to shift from the traditional management operations within their service department and across organizational functions to fully embrace a new paradigm:
“THE CUSTOMER IS THE BOSS, DEAL WITH IT, AND THE BOSS IS MORE DEMANDING THAN EVER”
This shift in perspective spells additional troubles for unprepared organizations who have yet to understand that to meet the forever increasing expectations of the new boss, one has to be inventive, innovative and dare we say… disruptive.
At the Service Mastery Day, we learn how the power of disruption makes service departments ready to face any challenge. An agile organization channels disruption to make more with less, like new ways to enrich service offerings or creative input to reap higher benefits from what already exist.
“OPPORTUNITIES ABOUND, ONLY THE MOST AGILE WILL THRIVE”
KEY TAKE AWAYS
Build a fast moving, flexible and robust organization capable of rapid response to the unexpected
Achieve continuous competitive advantage while serving customers
Prioritize, plan and collaborate to deliver an inspirational vision for long terms success
Tips and tricks to embrace agility as an organizational culture
Making more profits with less by being disruptively innovative and aggressively agile
WHO SHOULD ATTEND
Aspiring transformative and change management leaders
Agile teams and competence-based organizational structures builders
Executives looking for ways to be more influential, pro-active and ahead of the curve
Any customer-centric, profit-driven and sustainability-conscious managers
POWERFUL PRESENTER Jim Harris is one of North America’s foremost management consultants, authors and thinkers on disruptive innovation, leadership, innovation, organizational change, future trends and mitigating risk. Association magazine ranked him as one of the nation’s top ten speakers. As a management consultant, Jim speaks internationally and conducts strategic planning sessions with executive teams, with customized focus on each company’s most pressing issues. Mr. Harris works with leading businesses, Fortune 500 companies, and organizations aspiring to join these ranks. His clients include Barclays Bank, Canon, Columbia Tristar Pictures, Deloitte & Touche, Glaxo Wellcome, IBM, Johnson & Johnson, MasterCard, Munich Re, Novartis, the UK Cabinet Office, Walmart , and Zurich Insurance. He has worked extensively with the healthcare sector, government, financial services, retailers, and professional services firms. Jim’s last book, Blindsided! is published in 80 countries worldwide. Blindsided! is a #1 international bestseller – having hit the top spot on the Financial Times of London’s European Edition of Best Business Books. Blindsided! has been named one of the best business books of the year by a number of organizations and Soundview Executive Summaries sent a summary to 80,000 executives worldwide.