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The Challenge to Change: How to successfully transition into a customer-focussed organisation

  • Grant Thornton Brisbane Level 18, 148 Ann Street Brisbane (map)

How to successfully transition to a customer-focussed community service organisation. Hosted by our event partner, Grant Thornton.

This workshop has been specifically designed to provide community-based service organisations with practical tools and information; the “how to”, to assist organisations transition from a transactional based organisation into a successful customer-focussed business.

Funding for community-based organisations is now more fiercely contested than ever. For example, the restructure of the disability sector, as a result of the NDIS, has become a difficult reality for many organisations, both big and small. The transition from just providing a service to turning an organisation into an outwardly facing customer-focussed and successful business relies on a combination of business acumen and knowledge, combined with skilful implementation, to ensure this change in direction is accomplished successfully.

The Workshop Contents

Joined-Up Strategy with Jon Lindsay

  • Clarity: who really is your customer?

  • Positioning: why do you exist?

  • Competitors: who are you now competing with?

  • Sustainability: how do you continue to finance your services?

  • Horizons: what to do right now?

Business efficiency and continuous improvement with Sue Holz

  • How do you automate your compliance requirements?

  • How do you take steps to improve the quality of your services to match your clients' expectations?

  • How do you make the most of customer insights?

  • How do you gather and interpret what your customers really want?

Employee engagement with Maria Nolan

  • How can you use specific tools to get staff "on board" with changes to your organisation?

  • How do you reduce roadblocks and negativity from staff that don't want to change?

  • How can you quickly and successfully make changes without failing through the process?


  • run over 2 hours;

  • include a professionally moderated Q&A session to encourage attendees to discuss pressing issues; and

  • help you understand customer driven expectations and industry compliance requirements.

Tickets & More Information