Beyond Service ReviewsA Two-Day Masterclass to further develop your internal consultants

September 2015

Developed for the South Australian Local Government Continuous Improvement Group

This two-day LKS Quaero masterclass aims to introduce the ‘whole systems’ approach to change and to enable participants to learn by doing.

The Masterclass is targeted at those who need to:/ Deliver cashable savings or redirect resources into priorities

/ Prepare the organisation for significant improvement

/ Offer different ways of doing business with its customers

/ Increase service levels in the face of increasing demands

/ Respond to increased community expectation

/ Embrace alternative models of service provision

/ Deliver improved outcomes for the community

How will it work?The two days will be a rounded customer-centred approach comprising relevant theory, practical challenges and ‘real-life’ simulations working in teams. You will be equipped with a toolbox with which to work and help analyse service issues, build self-awareness and model changes that can be applied back in the workplace. We provide post-course support.

The future is uncertain but you know change is coming.

Over the two days we will cover four elementsWithin each of the elements the application of a wide range of practical methods are introduced. Interwoven into these elements are real life / real time tasks and simulations which allow participants to anchor the theory.

What will you learn?

Going in the Right Direction

Achieving clarity around Council Vision and

Community Outcomes

Leading the Change

Key competencies for firing up change

Ready for Change

Gather evidence and exploring alternatives

Getting it Done

Designing the future solutions and bringing

people with you

Outcome-based Strategy

5 Whys

Golden Thread

The Working Proposition

Power and Influence

Leading at Every Level

Values Into Behaviour Congruence Vs. Dissonance

Critical Issue Analysis

Outlier Modelling

Cultural Web

SOCO and JFDI

Beyond Lean (Prototyping, SCRUM, Agile)

Demand Management, Tricker and Alternative Provisioning Models

Tschudi and Risk Matrix

As a participants in the Masterclass, you will: / Develop an ability to embed corporate

direction into service activities

/ Develop the self-awareness of your abilities and when to seek assistance

/ Learn and apply techniques to gain early momentum for your project

/ Scan international delivery models and best practice

/ Learn analytical tools that enable you to avoid analysis paralysis

/ Understand and fix the potential gaps in your leadership capacity

/ Develop skills to inspire change in others

.

LKS Quaero is an international company focussing on transformation and improvement. At the heart of our work coaching and mentoring individuals and teams, enabling them to improve their efficiency while continuing to deliver an ever-increasing portfolio of services. Our company values remain firmly rooted in ensuring that outcomes are achieved for best value.

Consider them your personal trainers…pushing you to new levels of performance as change agents.

Introducing the teamWilloughby City Council Diagnostic review, Corporate Better Service Review, Leadership Team development

Coffs Harbour City Council Diagnostic review, transformation program to realise cashable savings of $3million

Lincolnshire, Cornwall, The London Boroughs of Merton, Hounslow and Westminster. Also Onkaparinga, Wyndham, Alexandrina and The Sunshine Coast Councils Re-focussed strategy, redesigned services and supported the introduction of self-service options.

Business cases around proposed mergers in NSW Palerang, Queanbeyan, Denilquin, Murray, Wakool

Young, Boorowa and Harden Shires Redesigned governance and service delivery models

City of Unley identification and assessment of revenue generation opportunities

Susan Law (UK, Australia)

Susan is a highly experienced CEO, having led and managed public sector organisations, internationally. Now an escapee from the Council Chamber, she is using her vast experience to support organisations to position themselves to meet future challenges.

Aidan Rave (UK) Aidan is a public sector change management expert with an unusual blend of over fifteen years’ experience in the public, private, and third sectors. He has experience as a practitioner, a senior elected member in local government, and a consultant and trusted advisor on strategy and people management to a large number of chief executives in both the public and third sectors.

Fiona Emberton (UK, Australia)

Fiona has over fifteen years’ experience in delivering innovative projects in Australia, NZ and the UK across public and private sectors as executive, change manager and advisor.

Graeme Cotton (Australia)

Graeme is an executive with extensive community leadership experience in one of NSW’s largest not-for-profit organisations. He has over twenty years’ experience covering sectors including sport, recreation, and community development.

Ian Spence (UK, Australia)

Ian has over thirty years of experience in the government and academic sectors. Achievements include, facilitating inter-agency relationships and implementation of organisational improvement.

Councils we have supported

Masterclass LeadersThe team comprises people who have led and advised on organisational transformation and change for several decades in Australia, New Zealand and in the UK. Susan, Aidan, Graeme, Ian and Fiona will share their experiences, tools and models to open minds to opportunities and increase the likelihood of successful change.

For further information

Graeme Cotton

Director of Development

Mobile: 0400 489 752

Email graeme.cotton@lksquaero.com

Contact us

Australia

Level 26, One Bligh Street, Sydney, NSW 2000, Australia

Office Telephone: +61 2 8226 8695

www.lksquaero.com

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United Kingdom

33 Queen Street, London EC4R 1AP, United Kingdom

Office Telephone: +44 (0) 20 7183 0363