Leading for Business Excellence PMI - Process Management International

When Jade became MD of Wilcox Limousines in June 2020, the system worked, but she could see that to remain a market leader, the organisation needed to adapt, and quickly.
 
 By launching an improvement programme which touched every area of the business, Jade led her team through a remarkable business transformation, which culminated in achieving international recognition through the CQI’s prestigious Quality Organisation of the Year Award.
 
 Listen now to hear how Jade inspired her team to work in new ways, with new found confidence. 

"Don’t worry about the solution", Tim Schmeisser, VP of Commercial Transformation tells us, "that will come later.  First, we must talk about the problem".  Or should that be ‘the opportunity'?

Through his technology-based career with companies including Unilever and Kimberly-Clark, Tim has mastered the art of simplifying complex problems to gain a real understanding of what’s not working.  Only then can his team explore what they’re trying to accomplish, and aim for an effective solution that turns a problem into an opportunity.

Listen now for his practical advice on developing a motivated and inspired team with the common goal of delivering value for the organisation and its customers, and how what might first be regarded as failure can make you a better leader. 

Serial entrepreneur, investor, and CEO of SmartSuite, Jon Darbyshire, specialises in looking at old problems from new perspectives, and bringing fresh thinking to help tackle some of the real-world challenges that many organisations face.  

With a career spanning the world of big consulting, high-growth tech start-ups, and the charitable sector, Jon shares his first-hand experience of performance excellence and the lessons he’s learned along the way.  It’s fascinating to hear how his mastery of process, combined with a keen sense of both priority and direction has contributed to his success.

Listen now as we explore how teams can be mobilised and scaled at pace, and how to break new ground while ensuring quality of delivery is maintained, as well as finding new and exciting ways to delight customers.  

Starting his career as an IT graduate for E.ON, Suraj Patel saw an opportunity for change, and with the support of a much-valued talent development mentor, took a leap into continuous improvement and operational excellence.
 
Today, Suraj is Director of Operational Strategy at Capital One, where he champions the link between operational excellence and strategy, to drive results for the organisation.
 
Listen now to hear Suraj talk about the moral responsibilities of the banking industry, what Capital One are doing to support customers to succeed with credit, and who inspired Suraj to understand and carry forward the importance of attending to diversity, inclusion and belonging. 

 Success in hospitality requires much more than great food alone.  Teamwork, flow, individual roles, and clear process ownership are each critical to delivering an outstanding customer experience. 

In the latest edition of our Leading for Business Excellence Podcast, we talk to award-winning restaurateur Daniel Crump of the Greyhound Pub and Dining, as he shares his journey from setting up a restaurant in his mother’s garage at the age of 14, to working with renowned chef Gordon Ramsay, and eventually opening his own business. 

Listen now to hear Dan’s story, including how he is leading the way with the Greyhound Hospitality Programme, introducing young people to the hospitality industry and promoting his passion for a culture of process excellence.

In this episode, we’re joined by Claire Miles, Chief Executive Officer of Yell, the organisation that provides innovative digital marketing solutions to help UK businesses thrive.
Claire joined Yell 2.5 years ago with the remit to establish a turnaround strategy.  She talks candidly about her approach to this, including her assessment of the organisation and the steps that she went through to understand what the priorities were.  Just six months later, the pandemic hit and the organisation faced the challenge of adapting the strategy to adjust to the new environment.
 
It’s interesting to hear how the impact of the pandemic levelled the hierarchy, and how new communication rhythms enabled Claire to more closely integrate with her teams.
 
Listen now to hear our great conversation about measuring the end-to-end customer journey and how to deliver the very best experience for them.