Director, Leadership and Capability
Department of Education and Training, Queensland
10:50 AM Overcoming Three Major Challenges to Inject Customer Centricity and Productivity into Shared Services through Standardised Processes
The South East region in Queensland is 1 year into a major transformation which is focused on customer centricity and productivity. Utilising process mapping and creating a tracker of advisory functions. Rebecca embed predictability, uniformity and quality assurance.
- Cataloging services through a customer centric lens
- Effectively tracker who is responsible for each service at different stage in the customer journey
- Creating a benchmark for standardisation, turnaround times and productivity
- Avoiding the challenges of a top heavy organisation