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Our Journey to Excellence Housing Technology Conference Thursday, 5 March 2015
A journey and not a destination..... Angus Groom Ian Hill
Massive growth Different cultures and histories Different delivery Need to harmonise About us
What does excellence mean to us? Delivering a vision Inspiring people Consistency ‘Out of the heavens’
Myths of change People resist change People are aligned to our aims Change drives us on Just say more Need to change attitudes
Starting point What frustrates customers What frustrates staff What would improve things
Developing a vision Clear purpose Clear objectives Commitment and accountability Involve people
How do we transform services? Process mapping Process design Share successes Break down silos
Involvement Specification Procurement Evaluate suppliers Evaluate developers
Key aspects Service Centre Document management Top to bottom redesign Mobile working
Programme focus Management Governance Uncertainty Supplier liaison Customers
Measuring and monitoring Change for customer Improvement Set-backs Positive perspectives
The Journey Presented by Linda Martin. Hospitality Assured is about excellence and truly excellent organisations are measured by their ability to achieve.
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Communication and Relationship Management Professionalism Leadership Knowledge of the Healthcare Environment Business Skills and Knowledge ACHE Competency.
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