Interviews and Case Studies
How do Europe and USA compare against the rest of the world? We compared the findings of our European study against the PEX Global report and found some interesting differences on a number of key questions. Where are some regions ahead, and where do some lag behind?
Delivering a customer-centric operating model and building a culture of continuous improvement is the aim in today’s fast-evolving business world. Are your team ready to compete?
Download this interview with Simon Williams, TFL’s Head of Business Change Project Management, to find out how he has led his team to a culture of continuous improvement to effectively serve 31 million journeys per day.
Emerging technology trends such as data analytics and RPA, amidst increasing business demands to be faster and more efficient to compete in the ever-evolving marketplace requires a new host of skills from today’s leaders.
But what does it take to lead in this new environment? Four experts explain the key leadership principles behind improved performance in today’s digital workforce.
We spoke to Adrian Ruth, Director, Spark (Lean Transformation) and Sustainability about how the BBC tackled dramatic changes in their business processes to achieve process excellence.
Consumers frequently measure new experiences with companies with the experiences they have with companies at the top of their game.
However, in the midst of familiarising yourselves with the new technologies and channels currently inflating your consumers’ expectations, how can you keep up? How do companies adapt to become completely customer obsessed to gain and retain customers and thrive against the competition?
This article explores 8 actions that you should follow to lead your team into the mindset of the customer and features exclusive insight from industry leaders at Air France and Google.
We spoke to Iassen Deenitchin, Head of Global Process Management, about how ING are tackling dramatic changes in their business processes to achieve process excellence.
Delivering a customer-centric operating model and end-to-end process improvement is becoming increasingly important. Sooner or later you and your team will need to be ready to compete.
We spoke to Google's Director of Operational Excellence in Global Customer Care about how Google track the customer journey to help them to develop their services for customers to remain competitive in this disruptive age.
PEX Network Featured Case Study Transforming Culture –The City of Ballarat Project
The City of Ballarat is a Local Government Authority (LGA) delivering a wide range of services over 100,000 residents of the city of Ballarat and its surrounds. The organisation employs over 800 staff with approximately 1/3rd being part-time. After conducting culture studies with Human Synergistics OCI survey tool to measure the perceived culture, results seemed to correlate with the often ‘strained’ communication occurring between the executive and manager groups and apparent lack of clarity in regard to roles and responsibilities. CEO, Anthony Schinck, and Head of HR, Garry Davis took action and saw this as a timely opportunity to create a fundamental shift in the culture.
Download the article to read the full case study.