asset management business learning programme 2018/19...parcelforce worldwide (royal mail), milton...

Asset Management Business Learning Programme 2018/19

Here at HouseMark, we pride ourselves on providing tailor-made opportunities to enable our customers to build even better businesses. One of the ways we do this is through a range of innovation and learning programmes. Our Asset Management Business Learning Programme takes the learning from previous successful study visits, experiential learning events and other initiatives to create a programme of rich content, inspiring visits and exclusive behind-the-scenes access to some of the most exciting businesses around now. Working with both in and out of sector organisations, this programme has been made with the housing sector in mind, exploring relevant and timely topics such as logistics, productivity, innovation, culture, technology, transformation and much more! Balancing best practice, discussion, debate and networking, this programme will provide a place to take valuable time out to think differently, experience new ideas and get together with peers, uncovering opportunities for you to effect transformational change and innovation in your organisation.

Programme overview The programme will seek to explore:

• How to apply a commercial approach to service design and delivery • Approaches to effectively managing field workforce • Getting the logistics right first time, every time • Using systems, processes and new technology effectively to drive productivity • Customer service, experience and the customer journey • Leadership and culture • How to develop more resourcefulness and greater self-reliance

You’ll have exclusive behind-the-scenes visits to three transformative commercial organisations and a housing provider operating a dynamic in-house asset management service. 3 October 2018 - Logistics and supply chain solutions at Parcelforce Worldwide As a sector leader in logistics Parcelforce Worldwide operates a hub and spoke collection and delivery system with 54 depots across the UK feeding three highly automated tracking and sorting centres. November 2018 - Innovation drives customer excellence at BT Group One of the world’s leading communication services companies, serving the needs of customers in the UK and in more than 170 countries worldwide. BT’s main activities are the provision of fixed-line services, broadband, mobile and TV products and services; as well as networked IT services to over 590 service providers that are available to 32 million customers, supporting 300 million telephone calls and 350 million internet connections every day.

30 January 2019 - Transforming into a mobile business at Autoglass Autoglass is the world’s leading vehicle glass repair and replacement company, serving more than one million motorists each year, 24 hours a day, 7 days a week, 365 days a year. One of its 1,200 mobile technicians can carry out any work at any location, wherever is convenient for the customer. 13 February 2019 – Transforming an in-house maintenance service at Aster Group The Group owns and maintains over 28,000 homes in the south and south west of England and provides asset management services using a mix of in-house staff and external contractors, suppliers and consultants. Aster has recently combined its repairs and planned portfolios, moving to a regional delivery service. We have a limited number of places available on this programme. Book early to avoid disappointment.

Tuesday 2 October (evening) and Wednesday 3 October Parcelforce Worldwide (Royal Mail), Milton Keynes Programme – Tuesday 2 October

Programme – Wednesday 3 October

18:30 Welcome and introductions

HouseMark Chair

Setting the scene. As part of a group exercise, we will get to know each other, share our personal and organisational ambitions and learn more about our hopes for this programme. To do this, we’ll be asking you;

• Why have you chosen to take part in this programme?

• What are you hoping to learn?

• What are you hoping to get out of the programme that you can take back and implement into your own organisation?

19:15 Networking dinner

An opportunity for informal networking with the group

21:00 Close of evening

Ready for an early start at Parcelforce Worldwide’s Depot

06:00 Arrival at Parcelforce Worldwide Depot

06:10 ‘Walk the Floor’ depot tour

A behind the scenes tour to see Parcelforce’s ‘early shift’ in operation.

Lee Cluer, Operations Manager

07:10 Operations Manager Q&A

An opportunity to discuss, share observations and ask further questions following the tour of the depot.

Lee Cluer, Operations Manager and Simon Aris, Regional General Manager

07:30 Breakfast and networking refreshments

08:15 Background to Royal Mail Group and Parcelforce Worldwide

This session will include the following:

• Who we are: including structure and governance

• Business aims

• Brand principles

Including time for Q&A

Simon Aris, Regional General Manager

09:00 Overview: Technology & operations

This session will look at the following:

• Vehicle scheduling

• Principles of operational delivery

• Service logistics

• Field force management

• Parcelforce Worldwide App

• Delivery preferences


Eddie McBride, Ops Design and Efficiency Manager and Euan Doull, Head of Operational Readiness

10:00 Overview: Customer Experience

This session will cover regional and national experience:

• Customer self-service

• Corporate accounts

• Messaging

• Social media (e.g. Twitter, Facebook)

• Delivery preferences and options for choice

• Customer experience in depots

• Day to day queries

• Communication

• Complaints resolution

• Customer feedback


Ian Johnson, Head of Customer Experience and Peter Kilroe, Regional Customer Experience Manager

11:00

11:20

Refreshment break

Overview: Working for Parcelforce Worldwide

In this session we will look at:

• Engagement

• Health, safety and wellbeing

• Ownership

• Reputation

• Rewards and recognition

• Challenges and barriers


Simon Aris, Regional General Manager

12:10 Overview: Performance

This session will take you through the Parcelforce Worldwide ‘balanced scorecard’ and how this links with financial performance

• Measurement and metrics

• Data

• Incentives


Doug McEwan, Senior Operations Business Partner, Finance

12:50

Closing session

In this closing session we will pull together and summarise key learning points from the day, discussing actions that you can take away.

13:00

14:00

Networking lunch

Close

November 2018 BT (date and location to be confirmed)

Programme

09.30 Registration and networking refreshments 10:00 Welcome HouseMark Chair A brief introduction to the day before we hand over to the experts at BT Group.

10:10 BT Group and Openreach overview BT Group is one of the world's leading communication services companies and

sees its business as being built around its customers, serving their needs and delivering value. In this session you'll learn about the Group's purpose, goals and strategy and their aim to be a sustainable business.

Speaker to be confirmed

10:50 Leadership culture There’s a real correlation between engaged employees and delivering operational

efficiencies. Engagement matters to BT as it creates a sense of pride, ownership and commitment that feeds into its vision, developing more resourcefulness and greater self-reliance from employees. In this session we will hear about the successes of BT leadership.


11.30 Networking refreshment break

11.50 Service design and delivery In this session you'll get to hear about Openreach's approach to service design and

delivery to ensure balance, risk and resolution. Speaker to be confirmed

12:30 13:00

Group discussion and Q&A Networking lunch

14:00 Customer Focus Looking at Openreach’s 'Enhanced Customer Journey' for its 18,000 field engineers

to ensure all parties are kept informed of job progress from end-to-end. Speaker to be confirmed

14:40 Technology and Systems Openreach has been at the forefront of adopting BT's transformation technologies

for its field engineers, establishing a more efficient and productive workforce.

Hear from the team about the challenges they faced and successful outcomes. Speakers to be confirmed

15:20 Closing session A summary of the day where we will reflect on the key learning points and take-

aways.

15:30 Close

Wednesday 30 January 2019

Autoglass, Bedford

Programme

10:00 Registration and networking refreshments

10:30 Welcome

HouseMark Chair

A brief introduction to the day before we dive deeper into understanding Autoglass.

10:35 About Autoglass

In this session Simon will take you through the purpose, vision and strategy of the Belron Group and how the Autoglass culture is the ‘spirit of Belron’ with integrity, care and trust.

Simon Blake, Operations & Supply Chain Director

11:20 Customer Journey

Autoglass seeks to 'delight every customer by delivering the easiest and best customer experience'. In this session Sarah will provide you with an overview of a customer journey and will explain how they use personas to view a customer journey through the eyes of their customers, outlining the technology they use to facilitate an excellent customer experience.

Sarah Reely, Customer Contact Centre Manager

12:05 Capturing the opportunity

How the team manage and run their ‘omni-channel’ Sales and Service Centre. For them this is about having ‘world class advisors’, providing a ‘right first time’ service with a continuous focus on measuring performance and developing their staff.

Gary Dunn, Customer Contact Centre Manager

12:50 Sales and Service Centre, live call listening

A tour of the Sales and Service Centre and an opportunity to be paired with an advisor to listen in to the live calls being taken by Autoglass.

13:30 Networking lunch

14:15 Delivering the service

In this session you will be taken through Autoglass’ field operations and how they use forecast and capacity planning to have the right number of labour hours to meet customer demand at all times, every week.

Will Ryan, <Job Title to be confirmed>

15:00 Finance and facilities overview

Providing an outline of the Autoglass operating costs, including direct labour and vehicle costs, the margins it operates under and what their fleet management entails.


15:30 Closing session

In this closing session we will pull together and summarise key learning points from the day, discussing actions that you can take away.

15:40 Close

Wednesday 13 February 2019 Aster Group, Andover Programme Transformation in practice – Aster’s in-house maintenance service

10:00 Registration and networking refreshments

10:30 Welcome

HouseMark Chair

An introduction to the day and an overview of the learning and insight we will explore during this visit.

10:40 About Aster Group

• Vision and purpose

• Group structure and business priorities

• Client and contractor

• Aster’s ethos of asset management


11:00 In-house maintenance service – the transformation journey

• Introduction to the asset management in house service and its history

• Overview of service provision – how we resource and deliver

• Transformation - what triggered change? Goals and aspirations and choosing the right time

• Early challenges and opportunities

• Operational performance measures and how we capture data


11:40 Networking refreshment break

11.55 Digital transformation and technology

• Systems and technology for change –digital solutions

• Trial and error, what works and why

• How technology has changed the business

• How digital and data enable improvement and measure performance


Our customer journey

• The customer contact centre and in-house team

• Customer charter and key principles

• Changing customer behaviour

• How feedback and satisfaction help improvement plans


12:40 Networking lunch

13.25 Implementation and Our people

• Change management and culture – a year of change

• Safety first

• Compliance

• Skills and resources

• Leadership

• Ownership and empowerment Speakers to be confirmed

14:45 Future and vision Where next for Aster's in-house maintenance service?

• Customer and compliant focus

• Modernisation

• New IT project

• Lessons learned and plans for the future


15:15 Closing session

In this closing session we will pull together and summarise key learning points from the day, and celebrate the close of this learning programme.

15:30 Close

asset management business learning programme 2018/19...parcelforce worldwide (royal mail), milton...

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