Working in collaboration with Liverpool Victoria (LV), The Forshaw Group’s LV team is brushing up on its Systems Thinking, to ensure that it’s providing the best possible customer service by determining that its operations are as efficient as possible.
LV Systems Thinking Lead, Gary Summers, spent two days with the team recently, spending time in each department looking for opportunities to improve and develop the processes across the business.
What is System Thinking?
Systems Thinking is a recognised way for a business to improve efficiency. It allows you to identify current problems and come up with cost effective solutions to these. Studying an organisation’s business systems and interactions, can enable new ideas and innovations to be developed.
Using system thinking within management and operations teams, facilitates sound business decisions to be taken. This happens by analysing each business decision and considering the systematic consequences it could have. For example, if you wanted to buy a new manufacturing tool, using System Thinking you would analyse the cost of training employees to use the new tool, any infrastructure it would require, and if its implementation would cause any business delay. By considering each of these areas, you would then be able to ascertain whether its introduction would be beneficial to the business.
A deep dive into business
The Forshaw Group managing director, Liam Hanlon explained: “We were delighted to welcome Gary to The Forshaw Group recently to conduct this Systems Thinking training. It provided a deep dive into every element of our business and an opportunity for our leadership team to undertake a complete review of the business.
“Reviewing every element of our service offering has helped us to understand the impact our thinking and decision-making has on performance. It a great opportunity for the team and will only enhance our business going forward.”
Further training is planned for everyone at The Forshaw Group with LV, and this will reinforce the new learning and help the team maximise on the Customer Experience benefits that System Thinking provides.
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