Nigel McGarrickHead of Business Centre
11:00 AM Case Study: Developing a Customer Centric MultiFunctional Business Centre from a Decentralised Model
This session will explore the journey of building a multifunction business centre by bringing together Supply Chain, HR, Procurement, Fleet, Facilities, Concierge Services, IT and Business Services to deliver truly customer centric services in a highly unionized environment.
- Putting the Customer at the heart of the business from Strategic, Core Business and Enablement
- Change management: Engaging all stakeholders from employees, customers, shareholders and the union
- Demonstrating value to attain union support
- Measuring improvement by applying contact centre measures and customer satisfaction surveys