If you are embarking on a Shared Services programme, one thing is certain – you will face many challenges.  It will require excellent leadership and the ability to change many aspects of your organisational culture. The risks and potential rewards of shared services are great. Do it right and you could cut costs significantly and at the same time improve services.

About The Masterclass

This masterclass looks in detail at how you could use Sense and Respond – Lean and Adaptive thinking to underpin your shared services implementations. It will help you avoid the errors and assumptions that sometimes lead to shared services failing to deliver the anticipated value for money.

The content draws on recent experience implementing LEAN service transformations at a major global consumer brand, Lego and SAP.  All of the content is based on the actual, real-life experiences of these companies who have made radical improvements to the way their services are delivered.

You will be able to learn about the principles of LEAN in shared services, and see how they were applied in the case study organisations, and be guided in how you could adapt and apply these lessons to your own circumstances.

The day will challenge you to think completely differently about what is achievable for your organisation, and how you can take practical steps to make radical improvements to service while delivering efficiencies and cost savings.

The booking fee includes a copy of Sense and Respond, The Journey to Customer Purpose, as well as a comprehensive workbook that you can use to help share the ideas and methods from the masterclass with colleagues.

Who Is This For?

Senior Leaders in HR, Operations, Finance, Customer Service, IT and Senior Teams.

What Will You Gain From Attending?

  • What exactly is LEAN  and why does it matter for people planning shared services – Lean is now a familiar concept to many business leaders, but do we all have an accurate and complete understanding? It’s not about cutting costs, it’s about delivering value to customers
  • How to create a clear line of sight between what you and your staff do every day, and what the customer actually values
  • Measuring the right things in the right way – CORE LEAN principles – how to use the principles and tools to keep you focussed on what matters to your customer, and why this is especially vital when planning/running shared services
  • How to collect the information that you need to make good quality decisions, and how to tell the difference between quality, robust, reliable information and the rest of the stuff you’ll get
  • Managing resources during the transition to shared services – do you have enough people are they doing the right things? – LEAN is likely to radically transform what people do every day, how do you manage this?
  • Measuring internal and external customer outcomes and using this information to keep evolving

About The Facilitator



Stephen Parry is a passionate leader recognised internationally as an authority on the creation of Lean Service Enterprises. He has applied ‘Lean Service’ principles to the design and operation of corporations around the world.  He is the author of ‘Sense and Respond, The Journey to Customer Purpose’ (MacMillan 2005) and a Senior Partner at LLoyd Parry, Europe’s leading Lean and Adaptive Service specialist, providing services to many FTSE 500 companies. His transformation work is the feature of a BBC documentary, ‘The Crunch’ Creativity, Innovation and Change, last broadcast in April 2007, and is often interviewed on national media for his views on outsourcing and customer service issues. Stephen is also a visiting fellow to the Lean Enterprise Academy and a Service Strategy research advisor at the Customer Contact Association research council.

Event Feedback

* A breakthrough in what can be achieved in customer focused services –
* Excellent presentation. How to approach key concepts, principles and theories in practice.  –
* Best I’ve seen in a long time.  Genuinely passionate delivery. –
* Great use of graphics in the slides.  Certainly knows his stuff. –
* Thought provoking. – Got some good ideas and useful models for my programme –
* Very knowledgeable and clear presentation. – A really useful view of key concepts, including psychological changes required. –
* Thought provoking.  –
* Given me a great deal to think about going forward. –
* An excellent day, this process needs to be implemented in all businesses sooner rather than later. –
* Very inspiring and full of very informative anecdotes and case studies. –
* Very useful.  Inspired and very knowledgeable speaker –
* Very relevant for our organisation at this time of service improvement/transformation.
* Professionally delivered with great case studies. –
* Well facilitated by someone who has ‘been there and done it!’ *