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From The Newsroom: Complaints Management Network hosts initial meeting

Network aims to help businesses with complaints management

On Monday 6 May 2015, the inaugural meeting of the Complaints Management Network took place at the Dominion Theatre in London.

Formed from a joint initiative by Michael Hill of Complaints R Great, Stephen Parry from LloydParry and Don Hales, chairman of the Customer Service Training Network, the inaugural meeting was set up to explore the viability of a network to provide ‘complaints management’ support, expertise and advice for businesses across all industry sectors.

Headline speakers at the event were James Walker of Resolver and Caroline Wells from the Financial Ombudsman Service. Individual presentations covered a wide range of topics, from the psychology of complaining to what the future of management may look like.

Following this highly successful first meeting which provoked many positive comments from attendees, the organisers have now moved to formalise the network, and it is now set to meet on a semi-regular basis.

Discussing the benefits of the network further, Stephen Parry of Lloyd Parry International said:

“If complaints are handled badly they can escalate in the echo-chamber of social media and cause considerable damage. Complaints managed correctly, on the other hand, can drive standards of customer service higher and help organisations provide better services and better products. By providing shared support, the Complaints Management Network promises to meet a genuine need.”

Explaining how the network will operate, Michael Hill of Complaints R Great said:

“Every few months, the network will hold a conference with industry speakers and ombudsmen in various fields speaking about items such as legislation regulation and important issues such as the psychology of how we deal with complaints. Members sharing experience and best practice can then set up networks through their own industries.”

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Don Hales of the Customer Service Training network said:

“This first event was a huge success and has provided a lot of momentum for us going forward. Ultimately, this network is not just about helping people to handle complaints, it is about reducing them.”

The next Complaints Management Network is already being organised for early July and will be held at the offices of Barclaycard in Canary Wharf. Speakers will be confirmed in coming weeks, with details published on the CSTN website ( www.cstnetwork.co.uk ).

Further information contact:

Stephen Parry: Stephen.parry@lloydparry.com

Don Hales: don.hales@worldofcustomerservice.com

Michael Hill: info@complaintsrgreat.com

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New study by Amadeus Global Operations urges travel firms to adopt ‘lean thinking’ or risk being left behind

Collaboration with Lloyd Parry Consulting delivers benchmark report ‘Cleared for Takeoff’

Screen Shot 2014-12-18 at 9.44.28 AMThe Global Operations arm of travel IT group Amadeus has launched a new report calling on companies in the travel industry to adopt ‘lean thinking’ models to ensure the delivery of true customer value.

Following a period of extensive collaboration with Lloyd Parry Consulting, the report calls for a fundamental shift in mindset so that travel companies can build a culture which responds adequately to customers’ increasingly complex needs.

In the report, Amadeus Global Operations Executive Vice President Wolfgang Krips calls for a fundamental shift in management style:

“Lean is about centering all thoughts and actions on the customer. It is no longer about directing people as in a classic command-and-control production model, but rather about nurturing proactivity and reactivity to leverage the organisation’s brainpower.”

Quoted widely in the report, Lloyd Parry Consulting’s Stephen Parry, one of its driving forces, emphasises the importance of ‘mapping the customer journey’:

“Lean IT is no longer just about optimising IT. It is about optimising the world of the customer. To do that, we must not just think outside the box. We must also work outside the box. We must take a helicopter view of the whole process, looking for unexplored disconnects and then take a microscope to each disconnect.

“Lifting the hood on the processes behind booking flights, checking luggage and other actions we take for granted reveals a myriad of systems that all have to work together in order to make the experience seamless – if not always painless.

“Many organisations already have the data to do this, but nearly as many have years ago passed over responsibility for customer value to other organisations, agencies and institutions. Or worse still, to their competitors.”

Implementing lean

Among other findings the white paper shows how:

  •   Implementing Lean IT resulted in a reduction of waste and inefficiency, simultaneously increasing effectiveness and customer value.
  •   Lean freed up resources so they could quickly bring new innovations to market
  •  ‘Smarting up’ those who actually execute IT processes improved customer value.
  •   Focusing targets and management objectives on a customer’s purpose and not just the organization’s prejudices resulted in cost savings and increased satisfaction.

Download the full report Cleared for Takeoff 

Agile Review Magazine: „Für mich heißt Lean vor allem: Menschen, Menschen, Menschen“

Stephen Parry spricht mit Doreen Timm über Lean,
den Aufbau von Organisationen, die am Kunden orientiert sind
und woran Manager gemessen werden sollten.

 

Der Titel deines Buches lautet „Sense and Respond“ – was genau ist damit gemeint? Der Titel stellt eine Aufforderung an Organisationen dar, sich viel eingehender mit den Bedürfnissen ihrer Kunden zu beschäftigen. Es reicht nicht aus zu wissen, welche Wünsche der Kunde bezüglich des Produkts oder der Dienstleistung hat, sondern welcher tatsächliche Zweck erfüllt werden soll und welches Ziel der Kunde verfolgt.

Lean business consultants in Europe

Warum das wichtig ist? Traditionell arbeiten Organisationen nach dem Motto „Ich produziere etwas und vermarkte
es“; man identifiziert sich mit dem Produkt oder dem Service, den man anbietet und betreibt dann großen Aufwand, um den Kunden zu überzeugen, dass er dieses Produkt unbedingt braucht. Dem gegenüber stehen Organisationen, die sich nach dem Prinzip Erkennen und Reagieren (Sense and Respond) ausrichten: Sie definieren sich über den Wert, den sie für ihre Kunden schaffen und sind bereit, ständig mit neuen innovativen Produkten und Dienstleistungen auf veränderte Anforderungen zu reagiere

Download the full article here Agile Review Interview Parry Sense and Respond

Stephen Parry Speaking at Digital Conference: Lincolnshire Launches Super Fast Broadband Network

In the press: Stephen Parry

Digital Expertise Offer at #godigital2013 Conference

Posted on 01 February 2013.

DoubleTree by Hilton Hotel LincolnThe first ever onlincolnshire Digital Conference will be held at the DoubleTree – Hilton Lincoln on 13th March 2013

Experts on the internet, social media, newspapers and business development will speak at an event in March aimed at encouraging businesses to ‘go digital’ in 2013.

Organisers of the onlincolnshire Digital Conference have lined up international speaker Stephen Parry from Lloyd Parry, who has won awards for his creative business methods, along with Trefor Davies from Timico Technology Group, Jonathan Fitzgerald from Lincolnshire County Council’s communications team and Richard Duxbury from Lincolnshire Media, which publishes the Lincolnshire Echo.

The idea behind the event is to inform, engage and connect Lincolnshire businesses so they don’t get left behind the rest of the UK when superfast broadband arrives. It will be held at the DoubleTree by Hilton Lincoln on 13th March 2013.

Stephen, whose firm helps businesses across the globe embrace new technology and change the way they work to fully take advantage of it, will explain how companies can encourage their employees to be more creative and innovative.

“Super connectivity is the digital equivalent of the railway coming to town, providing new opportunities, new types of work and access to new markets,” said Stephen, who has received awards from the European Service Industry for the Best People Development Programme and a personal award for innovation and creativity.

“A new mind set and skill set is needed to ensure the technology works for the people and not the other way around.”

Richard’s talk is set to explain how the media industry has embraced the digital age to continue to be able to provide news and information to the local community.

He added: “Faced with significant challenges associated with how people are now accessing information, our multimedia approach really is growing our audience. The unrivalled reach of local people is only possible by constantly evolving the business and embracing new technologies.”

Trefor Davies is the co-founder and Chief Technology Officer at Timico Technology Group. His blog trefor.net is one of the most widely read in the UK telecommunications industry and is often referenced by the UK media including the BBC, Telegraph and Guardian. Radio appearances include the BBC Radio4 Today Programme, 5 Live Breakfast and a number of BBC local radio stations. His talk will look at the technologies available and offer examples of how some Lincoln-based businesses have benefited from new digital services.

The council’s Strategic Communications and Digital Engagement Officer, Jonathan Fitzgerald, meanwhile will demonstrate the power of social media. He said: “Lincolnshire County Council has connected with its audiences using the power of different facets of social media. This talk won’t just be about how local government uses social media, but how any brand or business can make creative use of it.”

Delegates will get a chance to take part in a question and answer session with all the speakers.

Details of the keynote speaker have not yet been announced.

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Lincolnshire County Councillor Kelly Smith, Executive Member for Finance and HR, said: “The county council will soon be rolling out first-class broadband across Lincolnshire. This conference will be a chance for businesses to find out more about the opportunities this will bring for them.

“Many businesses aren’t aware yet of how to take advantage of the digital services that come with better broadband, and the many commercial opportunities through improved efficiency, connection with customers and exposure to an expanding global market. Our aim with the conference is to change that.”

The conference is part-financed by the European Regional Development Fund (ERDF) and organised by digital specialists CDI Alliance on behalf of Lincolnshire County Council.

Selected suppliers and Digital Business Cluster members will be invited to showcase and demonstrate their online and digital products and services to the delegates, highlighting the local knowledge, skill and expertise available within the county.

Further details about the conference, including the name of the keynote speaker, will be announced in the coming weeks, but people can keep up to date by visiting www.onlincolnshire.org, following @onlincolnshire and #godigital2013 on Twitter or by joining the onlincolnshire Business Support group on Linkedin.

New business diagnostic helps predict financial success. Climetrics®

PRESS RELEASE

Following an 8 year period of scientific research, an innovative new business diagnostic has been developed which is able to predict the likelihood of financial success for individual businesses.

Climetrics ® is the work of Stephen Parry, an internationally recognised authority on the Lean business model which looks at providing genuine value for the customer, while minimising business costs and maximising profits, through a change in organisational thinking and behaviour.

Climetrics ® provides a thorough analysis of a business’s psychological profile, which Stephen calls its ‘service climate’, through a combination of onsite assessment and online surveys.  Business areas subject to analysis include operations, organisational structure, business goals, customer responsiveness and employee job roles.

It is based on the results of research carried out in conjunction with Dr Gary Fisher of Warwick University, which has identified the psychological profile within businesses that is most likely to lead to long term profitability.  The research shows that responsive organisations which maximise the potential of its employees and adapt to meet customers’ true needs are better placed for long term financial success.

“The results match the principles of Lean perfectly and therefore form the foundations of the Climetrics ® diagnostic, which is the science behind the approach,” said Stephen, who is also owner of business transformation organisation, See Business Differently, a  LloydParry company.

“For example, a Climetrics ® survey of 341 people in one organisation showed that only 14% of staff made decisions with the customer in mind.  Not only was the organisation not focused on meeting customer needs, but employees were unable to fulfil their potential and prospective new business opportunities in terms of product or service development were being lost.  Climetrics ® shone a bright light on the cultural change required in the organisation for the long term benefit of all.”

Stephen sees the development of Climetrics ®, which he is launching at a series of lectures across Europe this September and October (Vienna, Barcelona, Amsterdam, Glasgow, Paris, London), as an opportunity to re-establish what he terms as ‘real Lean’.

“We’ve seen a dumbed down version of Lean emerge over the past few years – quick fix improvement methods cunningly disguised as Lean.  But ‘real Lean’ is not about short cuts or easy answers.  It’s about total re-design, not a quick cut and paste exercise.  Climetrics ® doesn’t pull any punches in its analysis of an organisation’s long term prospects if it doesn’t change.”

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Notes to Editors

 For further information, please contact: Stephen Parry on +44 (0) 7838 114997

Facts about Stephen Parry

  • Stephen Parry is a leading expert in the fields of Lean organisational design, business transformation and Lean leadership.
  • He is owner/manager of See Business Differently, a member of the Lloydparry group.
  • Stephen is co-author of the book, “Sense and Respond: the journey to customer purpose”, which presents an approach to business based on Lean Service Principles.
  • Clients include SAP, BT, TNT, local government, police authorities and financial services organisations.
  • Stephen speaks regularly at international events and respected business schools such as Cranfield School of Management and the Fisher Business School at Ohio University.  He is a Faculty Member of the USA Lean Enterprise Institute, visiting Fellow at the Professor Dan Jones Lean Enterprise Academy in the UK and a regular judge at the national business awards and the national customer experience awards.
  • He has been interviewed on Radio 4 and featured in documentaries on BBC1 and Channel 4.

Software development teams must change their approach, says Lean expert

 

Get the Agile method right

Press Release 20th April 2011

Hot on the heels of the release of the government’s ICT strategy (30 March), in which the government announced its plans for applying Lean and Agile methodologies, Lean expert Stephen Parry has called for software development teams to take a more ‘joined up’ approach to software delivery to avoid damaging the reputation of Lean and Agile.

With more and more software development companies adopting Agile methodologies (an approach to building software based on incremental developments and regular evaluation), Stephen is concerned that many organisations are merely ‘practising’ at being Agile and are ‘cherry picking’ the easier-to-implement or more attractive elements.

On top of that, says Stephen, these companies often see Agile as a stand-alone process and are separating Agile from its Lean roots.  And despite the fact that both Lean and Agile promote cross functional working, the various departments within these companies don’t know what each other are doing.

Stephen, who is ICT and Service strategic advisor to the Lean Enterprise Institute and CEO of business transformation company, See Business Differently, recently ran a seminar with Agile expert, Grant Rule, to address these very issues.

Entitled, ‘Creating an integrated ICT value stream using Lean and Agile thinking’, the seminar explored the nature and application of Lean and Agile in their truest forms and advocated an Agile software development process which is seamlessly integrated with the Lean support and Delivery process.  Failure to do this, it was said, causes havoc for the business and customers.

“Lean is based on the principle of creating true value for the customer and meeting his real, rather than perceived, needs,” said Stephen, “Without Lean delivery and Agile development, software development companies cannot hope to produce software that is completely client led and relevant to the fast changing IT market.

“Lean and Agile are completely compatible and should be the perfect marriage.  But a perfect marriage means working together in harmony – at the moment, companies are allowing fractured departments to create a fractured relationship between Lean and Agile, ushering the two towards divorce!”

Lean business consultants in Europe

ENDS

 

Notes to Editors

 

To interview Stephen Parry or for further information, please contact:

Michelle Drapeau, PR Executive, on +44 (0) 1525 237599

OR

Stephen Parry direct on +44 (0) 7838 114997

 

 

Facts about Stephen Parry

 

  • Stephen Parry is a leading expert in the fields of Lean organisational design and transformation and Lean leadership.
  • He is author of the book, “Sense and Respond: the journey to customer purpose”, which presents an approach to business based on Lean Service Principles.
  • Clients include SAP, BT, Local Government, police authorities, financial services, TNT.
  • Stephen speaks regularly at international events and respected business schools such as Cranfield School of Management and the Fisher Business School at Ohio University.  He is a Faculty Member of the USA Lean Enterprise Institute, visiting Fellow at the Professor Dan Jones Lean Enterprise Academy in the UK and a regular judge at the national business awards.
  • He has been interviewed on Radio 4 and featured in documentaries on BBC1 and Channel 4.

Consultants mis-selling ‘Lean’ business model, says expert

Press release: Consultants mis-selling ‘Lean’ business model, says expert

International expert on Lean Service Principles, Stephen Parry, has hit out at what he sees as mis-selling of the Lean business model to an unsuspecting business community.

At a joint seminar run for post-graduate business students by the Imperial College Business School and the Chartered Management Institute, Stephen called for an end to Lean misrepresentation and took the opportunity to present the Lean message to his audience in its true form.

Stephen, who is CEO of business transformation company See Business Differently and visiting fellow at the Lean Enterprise Academy UK, said, “My intention was to challenge the perception of Lean in the marketplace and educate our future business leaders in the true application of Lean.

“There are consultants selling Lean as simply a method of improving processes or achieving returns with the lowest possible resources, but this has never been the case.  Lean is nothing less than complete business transformation; like choosing a lifestyle choice for good health, rather than having a spot of liposuction.”

Lean was first presented 80 years ago as a model which changes the way businesses are designed and built in order to create real value for the customer while minimising costs and maximising profits.  But Stephen believes the idea was way ahead of its time and is the perfect model for 21st century businesses striving to respond to globalisation and the demand for individualisation.

“Consumers want a service which responds to their actual, rather than perceived needs.  Employees want to be able to respond appropriately to these needs by being a part of the day to day problem solving and decision making process,” said Stephen.   “Lean is the 21st century alternative to the old, machine-like model of standardisation that unfortunately most of us are used to.”

Stephen says he has heard from many companies who have implemented what they believed to be a Lean business model, only to discover they have either just “brushed the surface” or implemented something entirely different.  As a result, they have not accomplished what they set out to achieve.  He therefore grabbed at the opportunity to speak to business school students.

“Educating this generation ensures the real Lean message survives,” said Stephen.

ENDS

 

Notes to Editors

 

For further information, please contact: Michelle Drapeau, PR Executive, on +44 (0) 1525 237599 OR Stephen Parry direct on +44 (0) 7838 114997

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Facts about Stephen Parry

  • He is author of the book, “Sense and Respond: the journey to customer purpose”, which presents an approach to business based on Lean Service Principles.
  • Stephen Parry is a leading expert in the fields of Lean organisational design and transformation and Lean leadership.
  • Clients include SAP, BT, Local Government, police authorities, financial services, IT Services, Shared Services, Outsourcing, Consultancies, TNT.
  • Stephen speaks regularly at international events and respected business schools such as Cranfield School of Management, the Fisher Business School at Ohio State University.  He is a Faculty Member of the USA Lean Enterprise Institute, visiting Fellow at the Professor Dan Jones Lean Enterprise Academy in the UK and a regular judge at the national business awards.
  • He has been interviewed on BBC Radio 4 and featured in documentaries on BBC1 and Channel 4.