A public lecture jointly organised with the Chartered Management Institute, Imperial College Business School London.
Stephen Parry, Lean Service Thought Leader and Organisational Architect.
Has the climate changed for Lean Service? The business climate has changed and so must our approach to customers, employees and the way we design organisations. This talk will describe how using Lean service principles and practices we can transform business enterprises and whole industries forever.
• Why today’s business models do not support the modern customer
• Is Lean-Service the modern way to run business
• Changing the way organisations think and operate
• The new role of management and leadership
• Current opportunities and dangers for the Lean ideal
Stephen Parry’s career in service centre operations spans over 15 years, during which time he has been responsible for building and operating large scale international call centres in various sectors; IT Services, Retail Direct-Marketing and Financial Services.
His was Head of European Strategy and Operational Development for Fujitsu. In 2001 he was awarded both the European Call Centre of the Year award for Innovation and Creativity, and the European Call Centre of the Year award for best people development program. In 2002 he took Fujitsu to the finals of the UK National Business awards for Customer Focus and they became winners of the 2003 National Business Awards for the Best Customer Service Strategy. He has world-class reputation for creating profitable organisations with superior service climates by transforming the way employees, managers and leaders think about their business. He is the author of ‘Sense and Respond: The Journey to Customer Purpose’; visiting Fellow to Professor Dan Jones Lean Enterprise Academy and CEO of See Business Differently.