OEE - Home
Contact|+44 (0) 1865 593 911 SearchSearch
Insight
Transformation in Pensions Management

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

Find Out More
Insight
Managing effective change in uncertain times.

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

Find Out More
Insight
Achieving best practice Continuous Improvement

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.

Find Out More
Insight
Building the business case for customer journeys.

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

Find Out More
Insight
Defining customer journeys

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

Find Out More
Insight
What are your customer journeys really costing you?

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

Find Out More
Insight
Can the big banks survive and thrive in a digital market?

Customer loyalty and established market positions cannot be taken for granted anymore. The digital revolution that has already transformed industries from shopping and hotels to taxis and food, has longed to take a big bite out of the highly lucrative, high margin, retail and commercial banking market.

Find Out More
Insight
How to effectively measure customer satisfaction.

Having a clear design for delivering strategic change to your business, using both technology and people, is only the beginning of your transformation journey.

Find Out More
Insight
The importance of designing around customer journeys.

Why are businesses focusing on customer journey thinking, and what are the benefits for those who truly embrace their customers?

Find Out More
Insight
What’s really getting in the way of great customer experience?

Why do so many businesses find delivering excellent customer service a challenge, and what are the rewards for getting it right?

Find Out More
Insight
Why the real robotics revolution requires a different approach.

Robotic Process Automation (RPA) is a powerful tool which will undoubtedly play a key role in the future of the service industry. So what is stopping organisations from maximising the benefits of this so-called digital workforce?

Find Out More
Insight
Are you really up for operations improvement?

OEE Consulting's Managing Director Mark Palmer explores how we can apply Black Box Thinking from the aviation industry for robust operations.

Find Out More
Insight
Are you letting your customers down?

It is getting harder to satisfy your customers, and easier for them to tell others when you fail.

Find Out More
Insight
Does increasing customer channels mean increasing cost to serve?

Customer service is no longer a ‘one size fits all’ concept; different people prefer different methods of support.

Find Out More
Insight
Achieving industry leading multichannel customer experience

Creating a seamless multichannel customer experience is by no means an easy task, but it is possible.

Find Out More
Insight
White Paper | Five recommendations for seamless customer journeys.

Consistent experiences create trust in an organisation, with each interaction contributing to your overall user experience.

Find Out More
Insight
White Paper | Why technology alone won’t solve your customer experience problems.

The rise of digital channels is changing the profile of inputs into the business, but it won’t eradicate all manual work.

Find Out More
Insight
How to design your business for success.

Jonathan Tidd and Martin McCloskey discuss how a well-designed operating model can transform your business.

Find Out More
Insight
Transformation in commercial insurance.

Hervé Mazenod shares his views on how a stronger operations capability can underpin successful transformation.

Find Out More
Insight
Properly joined up: collaborating for the customer.

Chris Hallmark discusses the power of collaboration to build end-to-end multichannel experiences.

Find Out More
Insight
Productivity: a force for good.

Mark Palmer explores how we can drive improvements for UK productivity, and what impact Brexit will have here.

Find Out More
Insight
An introduction to Lean for service organisations

In the current economic climate, businesses of all sizes are routinely expected to do more with less. Eliminating waste, efficiency improvements and enhancing value for the customer can all help you transform your business.

Find Out More
Insight
Designing the optimum front-line structure.

Team leaders are essential in any worldclass operation. They’re responsible for planning, controlling workflow, improving processes, managing and coaching staff.

Find Out More
Insight
Setting up an academy to support a Service Excellence culture.

If your business has a successful Service Excellence transformation programme in place, the introduction of an Academy can be invaluable in helping with both broadening and raising the capability of the key staff on your improvement team. These people will be instrumental in facilitating change, so it’s important you give them the tools and the confidence to be successful.

Find Out More
Insight
Removing silos and creating customer-aligned teams.

Due to the high variety and complexity of service work, it’s often challenging for a single individual to deal with a customer’s request from start to finish. Being passed from person to person can lead to disgruntled customers, while staff can feel demotivated as they rarely get to fully assist a customer themselves. Changing from a silo approach to customer-aligned teams is an effective way to address the challenge.

Find Out More
Insight
Improving Call Centre Customer Experience

Year-on-year, call centres continue to grow in number. Now a key customer interaction channel for companies, many have invested significant time and effort in finding new ways to improve performance and effectiveness.

Find Out More
Insight
How to apply Operations Excellence.

Business process reengineering and Six Sigma thinking has always traditionally focused on process. However OPEX practitioners, particularly in the service sector, have realised that process improvement makes up only one third of the organisational jigsaw required to embed sustainable change.

Find Out More
Insight
Avoiding the pitfalls of Image and Workflow.

Image and Workflow is a generic term for technology that aids paperless working. In its simplest form, it works by delivering an electronic image to a location where it can be processed (read, acted upon, transferred into another system) by a human being.

Find Out More
Insight
What is customer-driven service excellence?

In our experience, when looking to make improvements most businesses focus their attention internally. However by purely looking inwards they fail to fully understand the consumer’s experience, which in most cases is the greatest source of customer dissatisfaction. That’s where Lean can make a real difference.

Find Out More
Insight
Understanding the Lean Continuum.

At OEE Consulting we believe Lean tools and techniques are as invaluable in a service environment as they are in the manufacturing arena.

Find Out More
Insight
White Paper | The Public Sector cuts affect us all.

This paper looks at different approaches to tackling budget cuts and the operational consequences for front-line services.

Find Out More
Insight
How to make regulation work for you.

Martin Gibson shares how embedding regulation can provide better outcomes for your customers.

Find Out More
Insight
White Paper | Service in the Digital Age.

This paper examines the wider business implications of a digital strategy and looks at the changes needed to respond to the challenge.

Find Out More

Stay informed. Never miss our email updates.

Our knowledge-led emails are an invaluable source of business information, inspiration and learning.

We'll store this data in accordance with our privacy policy and process for the use intended. We will not share your personal data with any third parties.

Service Excellence Network

The Service Excellence Network brings together like-minded organisations from across the service sector. Each is committed to improving operations, creating networking opportunities and providing access to insight and content contributors.

Explore the Network