Inhoud
Lecture 1 (06-09-2022) ............................................................................................................................ 2
Lecture 2 (13-09-2022) .......................................................................................................................... 18
Lecture 3 (27-09-2022) .......................................................................................................................... 22
Lecture 4 (04-10-2022) .......................................................................................................................... 37
Lecture 5 (17-10-2022) .......................................................................................................................... 51
,Lecture 1 (06-09-2022)
Client interaction in interventions
Guest lecture supply value – Geerten Peek
Introduction
Geerten Peek
Director health
Studied change management (Sioo) – people side of things
Wants to support people, teams, organizations in getting the best out of their situation
Aim is to always somehow move and improve the status quo
Supply Value (the company he works for)
1. Smart formulated goals (Specific Measurable Achievable Relevant Time-bound)
2. Monthly report
3. Evaluate and adjust
4. Satisfaction researches
5. Improvement plan
Advisory skills
Learning cycle David Kolb
,Key question for successful client interaction
Do you qualify to be the advisor?
What’s an advisor? Takes on different forms
- Coach
- Expert
- Guru
- An open ear
- Leader or guide
- Catalyst
- Facilitator
- Change manager
- Confidential actor
The advisory model
Analyse and advice or facilitate a process
Analyse & Advise
• ING labels are ‘centralizing’ parts of their processes in shared service centres
• Assignment is to find out how the new processes should be run
– Find out current situation
– Key success factors, key controls
– Design new situation
• Process outline
• Service levels
• Meeting structure
, – Advise label CEO on proposed new ways of working
Lead/facilitate the process (projectmanager)
• Learn about issue in ‘outsourced’ RVS claims process: backlog of 4 weeks mail!
• Designed a project proposal to clear the backlog (with ‘local hero’)
• Presented proposal to Claims manager, SSC manager and label CEO: go!
• Set-up the project team
– Create and day-to-day manage special team alongside claims department
– ‘First time right’ communication, can we close the claim with one decision?
– Guide the Claims MT on new approach (and general management principles)
• Successful transformation in 13 weeks: All services within agreed service levels!
Find out how new processes should be run
- Find out current situation
- Key success factors and key controls
- Design new situation
o Process outline
o Service levels
o Meeting structure
Lead/facilitate the process
Design project proposal
Propose proposal to claims manager, CEO and SSC manager
Set up project team
- How are we going to deal with the problem?
- First time right communication
Hybrid example – Advice & implementation project
• Implement a CRM system with which more value can be provided to the client
• A globally active procurement, processing and delivery company
1. Who are our clients?
2. What are they doing?
3. When do they call us? When can we call them?
4. What will then be the point of interest that is valuable?
Lecture 1 (06-09-2022) ............................................................................................................................ 2
Lecture 2 (13-09-2022) .......................................................................................................................... 18
Lecture 3 (27-09-2022) .......................................................................................................................... 22
Lecture 4 (04-10-2022) .......................................................................................................................... 37
Lecture 5 (17-10-2022) .......................................................................................................................... 51
,Lecture 1 (06-09-2022)
Client interaction in interventions
Guest lecture supply value – Geerten Peek
Introduction
Geerten Peek
Director health
Studied change management (Sioo) – people side of things
Wants to support people, teams, organizations in getting the best out of their situation
Aim is to always somehow move and improve the status quo
Supply Value (the company he works for)
1. Smart formulated goals (Specific Measurable Achievable Relevant Time-bound)
2. Monthly report
3. Evaluate and adjust
4. Satisfaction researches
5. Improvement plan
Advisory skills
Learning cycle David Kolb
,Key question for successful client interaction
Do you qualify to be the advisor?
What’s an advisor? Takes on different forms
- Coach
- Expert
- Guru
- An open ear
- Leader or guide
- Catalyst
- Facilitator
- Change manager
- Confidential actor
The advisory model
Analyse and advice or facilitate a process
Analyse & Advise
• ING labels are ‘centralizing’ parts of their processes in shared service centres
• Assignment is to find out how the new processes should be run
– Find out current situation
– Key success factors, key controls
– Design new situation
• Process outline
• Service levels
• Meeting structure
, – Advise label CEO on proposed new ways of working
Lead/facilitate the process (projectmanager)
• Learn about issue in ‘outsourced’ RVS claims process: backlog of 4 weeks mail!
• Designed a project proposal to clear the backlog (with ‘local hero’)
• Presented proposal to Claims manager, SSC manager and label CEO: go!
• Set-up the project team
– Create and day-to-day manage special team alongside claims department
– ‘First time right’ communication, can we close the claim with one decision?
– Guide the Claims MT on new approach (and general management principles)
• Successful transformation in 13 weeks: All services within agreed service levels!
Find out how new processes should be run
- Find out current situation
- Key success factors and key controls
- Design new situation
o Process outline
o Service levels
o Meeting structure
Lead/facilitate the process
Design project proposal
Propose proposal to claims manager, CEO and SSC manager
Set up project team
- How are we going to deal with the problem?
- First time right communication
Hybrid example – Advice & implementation project
• Implement a CRM system with which more value can be provided to the client
• A globally active procurement, processing and delivery company
1. Who are our clients?
2. What are they doing?
3. When do they call us? When can we call them?
4. What will then be the point of interest that is valuable?
