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.