12 - 13 June, 2019 | Pullman Melbourne Albert Park, Melbourne, VIC

Rebecca Toohey


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


Check out the incredible speaker line-up to see who will be joining Rebecca.

Download The Latest Agenda