Grant, the General Manager of International Field Services, embarked on a transformative journey when he enrolled in the Core Operational Excellence (COE) program. With a technical background and over 20 years of management experience, Grant sought to enhance his leadership skills and find effective solutions to the challenges he faced in running his global function. […]
As manager of one of the largest client contact centres in MLC, Charlotte was well aware of the importance of delivering exceptional service. However, she felt there was something missing—an opportunity to learn this language and professionalise her skills. Despite being in a classic operational business environment where everything was measured, Charlotte lacked the frameworks […]
As the Head of People Services at an Australian bank, Andrew had a strong background in process thinking and operational management. However, he faced a significant challenge – his leadership team lacked the same acumen and sometimes struggled to view the business as a series of interconnected processes. This gap in understanding hindered their ability […]
Luke, the Head of Testing in a large IT function of an Australian bank, faced several challenges within his department before engaging in the COE program. The team lacked structure and a systematic approach to managing their business, despite their strong technical backgrounds in IT. All this in a rapidly growing function. This led to […]
Introduction: A Leader’s Guilt It’s an all-too-familiar refrain from leaders – they simply don’t have the time to pause and think. Oddly enough, this essential act often carries a heavy burden of guilt. We’ve had some leaders in our COE program go as far as to request us block out half-days in their calendars, to […]
If you’ve worked across different organisations, you’ve likely noticed that each one has its own unique personality, strengths, and weaknesses. My last corporate role at General Electric profoundly influenced my journey with QBS and the development of the COE program. Lessons from GE During my time at General Electric, I gained a deep understanding of […]
Too much work, not enough people. How often do leaders complain about being under-resourced? Chances are, you’ve probably said it yourself at some point. We are in a crisis of talent, and it seems there are never enough people to get it all done. We hear it all the time, working with leaders across some […]
Do you find yourself facing several operational challenges? Here’s the scenario: Your team’s backlog is growing, even though there doesn’t seem to be an increase in demand. Your team is putting in a lot of effort. You’re consistently missing delivery targets, and cycle times are expanding. Efforts to enhance efficiency are falling flat. Adding more […]
The Power of Analytical Thinking Have you ever encountered individuals who cherry-pick facts and data to bolster their opinions, disregarding anything that doesn’t align with their narrative? There’s a good chance they lack the ability to derive meaningful and accurate insights from data. It’s rather ironic that in our increasingly data-rich world, so few know […]
Do you remember your first leadership role? I do. In an instant, I shifted from managing my own tasks to overseeing a national team of 8 staff and 30 contractors. My responsibilities now encompassed OPEX, CAPEX, and the successful delivery of customer contracts. You might have excelled at the technical aspects of your team’s work, […]
