OEE Consulting and gobeyond have become Gobeyond Partners.

Service Excellence Network members visited Shop Direct to explore how a model office approach is supporting their business transformation.

Our acclaimed Lean management training courses, which focus organisations on creating value and eliminating waste, launch in the US.

Pensions administrators are increasingly being required to deliver improved service to increasing numbers without a significant adjustment in resources.

Change management takes people through a journey of change, as an organisation moves from its current state into a new future state.

Continuous Improvement (CI) is a term that is used in many ways across many businesses, and often mistakenly used as a generic term for different approaches to improving an organisation's performance.

Improving customer journeys can be complex, requiring the input of multiple teams into different channels and systems.

In our experience, whilst the importance of customer journey design is clear, improvement initiatives are too often narrowly focused.

Some organisations understand cost of acquisition during the sales process, but we rarely see deep understanding of the total cost to serve.