Participants are limited to a maximum of 12.
The cost varies depending on the venue and catering so the investment is POA.
The course runs between 8:30am and 4:30pm.
The course can be run ‘in house’ with a minimum of 10 participants.
This simulation introduces the Coaching and Improvement Kata’s for a service organization (reference Toyota Kata, Mike Rother).
Overview and Roles
A typical scenario is customer service at a council or government office. It could be any office where there is a customer service element.
Every minute a “customer” arrives at the customer service desk with an “action”. There are 3 types of actions – “request”, “complaint” or a “payment”. The payments are handled at the front counter by Customer Service / Reception. Most requests and complaints are passed on to an Area Manager and in some cases Operations; some are handled by Customer Service.
There are 12 “roles” as below.
- Customer Service Supervisor
- Area Manager#1 – Water and Pools
- Area Manager#2 – Animals and Parks
- Area Manager#3 – Infrastructure and Building
- Operations Manager
- Customer Service/Reception
- Customers x 3
- Customer Liaison
Customer Liaison issues the Actions and receives them back once they have been through the
- The “process” will run for about 10 minutes. Data will be collected, observations made.
- The steps in driving improvement will be established.
- A coaching pattern will then be applied, actions agreed to.
- Actions will be implemented.
- The process will then be re-run.
1-5 above will continue throughout the simulation.