Service ExcellenceUK Advantage Course

Presented by Philip Leigh

‘A talent or quality that is unusually good…

…it surpasses ordinarystandards’

Sustainable profitable

growth

World class operating systems and proceduresTo create common world class

operating systems and procedures, facilitating sustainable,

profitable growth

Performance based culture

To create a winning based culture, enabling profitable

organic growth

The right customersTo become the supplier of choice

to our chosen customers

The best peopleTo create a development programme that provides

opportunity for our employees and attracts the people that we

need for the future

2013 CBIII margin target 7%

Excellence is a must to ‘WOW’ your

customer

Excellence is not appropriate in

our business

We can’t afford excellence

We expect excellence for some of our services and

will pay for it

Excellence is about individual behavior, not about how much

you pay

World Class Operating Systems

World Class Operating Systems

MyMCs

World Class Operating Systems

"The whole principle came from the idea that if you broke down everything you could think of what goes into riding a bike, and then improved it by 1%, you will get a significant increase when you put them all together.”

Dave Brailsford

Sustainable profitable

growth

World class operating systems and proceduresTo create common world class

operating systems and procedures, facilitating sustainable,

profitable growth

Performance based culture

To create a winning based culture, enabling profitable

organic growth

The right customersTo become the supplier of choice

to our chosen customers

The best peopleTo create a development programme that provides

opportunity for our employees and attracts the people that we

need for the future

2013 CBIII margin target 7%

“We are going to be the world’s greatest service

organisation”