ASSET MANAGEMENT BUSINESS LEARNING PROGRAMME 2019 - HOUSEMARK

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Asset Management
Business Learning Programme 2019
Here at HouseMark, we pride ourselves on providing tailor-made opportunities to enable our customers
to build even better businesses. One of the ways we do this is through a range of innovation and
learning programmes.

Our Asset Management Business Learning Programme takes the learning from previous successful
study visits, experiential learning events and other initiatives to create a programme of rich content,
inspiring visits and exclusive behind-the-scenes access to some
of the most exciting businesses around now.

Working with both in and out of sector organisations, this programme has been made with the housing
sector in mind, exploring relevant and timely topics such as logistics, productivity, innovation, culture,
technology, transformation and much more!

Balancing best practice, discussion, debate and networking, this programme will provide a place to
take valuable time out to think differently, experience new ideas and get together
with peers, uncovering opportunities for you to effect transformational change and innovation in your
organisation.

Programme overview

The programme will seek to explore:

   •      How to apply a commercial approach to service design and delivery
   •      Approaches to effectively managing field workforce
   •      Getting the logistics right first time, every time
   •      Using systems, processes and new technology effectively to drive productivity
   •      Customer service, experience and the customer journey
   •      Leadership and culture
   •      How to develop more resourcefulness and greater self-reliance

You’ll have exclusive behind-the-scenes visits to two transformative commercial organisations and a
housing provider operating a dynamic in-house asset management service.

30 January 2019 - Transforming into a mobile business at Autoglass
Autoglass is the world’s leading vehicle glass repair and replacement company, serving more than one
million motorists each year, 24 hours a day, 7 days a week, 365 days a year.
One of its 1,200 mobile technicians can carry out any work at any location, wherever is convenient for
the customer.

13 February 2019 – Transforming an in-house maintenance service at Aster Group
The Group owns and maintains over 28,000 homes in the south and south west of England and
provides asset management services using a mix of in-house staff and external contractors, suppliers
and consultants. Aster has recently combined its repairs and planned portfolios, moving to a regional
delivery service.

May 2019 - Logistics and supply chain solutions at Parcelforce Worldwide
As a sector leader in logistics Parcelforce Worldwide operates a hub and spoke collection and delivery
system with 54 depots across the UK feeding three highly automated tracking and sorting centres.

We have a limited number of places available on this programme.
Book early to avoid disappointment.
Wednesday 30 January 2019
Autoglass, Bedford

Programme

    10:00   Registration and networking refreshments

    10:20   Welcome
            HouseMark Chair
            Setting the scene. As part of a short group exercise, we will get to know each
            other, share our personal and organisational ambitions and learn more about
            our hopes for this programme. To do this, we’ll be asking you;
            •       Why have you chosen to take part in this programme?
            •       What are you hoping to learn?
            •       What are you hoping to get out of the programme that you can take
            back and implement into your own organisation?

    10:35   About Autoglass
            In this session Simon will take you through the purpose, vision and strategy of
            the Belron Group and how the Autoglass culture is the ‘spirit of Belron’ with
            integrity, care and trust.

            Simon Blake, Operations & Supply Chain Director

    11:20   The customer journey
            Autoglass seeks to 'delight every customer by delivering the easiest and best
            customer experience'. In this session Sarah will provide you with an overview
            of a customer journey and will explain how they use personas to view a
            customer journey through the eyes of their customers, outlining the technology
            they use to facilitate an excellent customer experience.

            Sarah Reely, Customer Contact Centre Manager

    12:05   Capturing the opportunity
            How the team manage and run their ‘omni-channel’ Sales and Service Centre.
            For them this is about having ‘world class advisors’, providing a ‘right first time’
            service with a continuous focus on measuring performance and developing
            their staff.

            Gary Dunn, Customer Contact Centre Manager

    12:50   Sales and Service Centre, live call listening
            A tour of the Sales and Service Centre and an opportunity to be paired with an
advisor to listen in to the live calls being taken by Autoglass.

13:30   Networking lunch

14:15   Delivering the service
        In this session you will be taken through Autoglass’ field operations and how
        they use forecast and capacity planning to have the right number of labour
        hours to meet customer demand at all times, every week.

        Will Ryan, 

15:00   Finance and facilities overview
        Providing an outline of the Autoglass operating costs, including direct labour
        and vehicle costs, the margins it operates under and what their fleet
        management entails.

        Speaker to be confirmed

15:30   Closing session
        In this closing session we will pull together and summarise key learning points
        from the day, discussing actions that you can take away.

15:40   Close
Wednesday 13 February 2019
Aster Group, Andover

Programme

Transformation in practice – Aster’s in-house maintenance service

10:00      Registration and networking refreshments

10:30      Welcome
           HouseMark Chair
           An introduction to the day and an overview of the learning and insight we
           will explore during this visit.

10:40      About Aster Group
             • Vision and purpose
             • Group structure and business priorities
             • Client and contractor
             • Aster’s ethos of asset management

           Speaker to be confirmed

11:00      In-house maintenance service – the transformation journey
              • Introduction to the asset management in house service and its history
              • Overview of service provision – how we resource and deliver
              • Transformation - what triggered change?
                 Goals and aspirations and choosing the right time
              • Early challenges and opportunities
              • Operational performance measures and how we capture data

           Speaker to be confirmed

11:40      Networking refreshment break

11.55      Digital transformation and technology
              • Systems and technology for change –digital solutions
              • Trial and error, what works and why
              • How technology has changed the business
              • How digital and data enable improvement and measure performance
Our customer journey
          • The customer contact centre and in-house team
          • Customer charter and key principles
          • Changing customer behaviour
          • How feedback and satisfaction help improvement plans

        Speakers to be confirmed

12:40   Networking lunch

13.25   Implementation and Our people
           • Change management and culture – a year of change
           • Safety first
           • Compliance
           • Skills and resources
           • Leadership
           • Ownership and empowerment

        Speakers to be confirmed

14:45   Future and vision
        Where next for Aster's in-house maintenance service?
           • Customer and compliant focus
           • Modernisation
           • New IT project
           • Lessons learned and plans for the future

        Speaker to be confirmed

15:15   Closing session
        In this closing session we will pull together and summarise key learning
        points from the day.

15:30   Close
May 2019
Parcelforce Worldwide (Royal Mail), Milton Keynes

Programme – Day 1 evening

19:00      Welcome and networking refreshments

19:30      Networking dinner

21:00      Close of evening
           Ready for an early start at Parcelforce Worldwide’s Depot

Programme – Day 2

06:00      Arrival at Parcelforce Worldwide Depot

06:10      ‘Walk the Floor’ depot tour
           A behind the scenes tour to see Parcelforce’s ‘early shift’ in operation.

           Lee Cluer, Operations Manager

07:10      Operations Manager Q&A
           An opportunity to discuss, share observations and ask further questions following the
           tour of the depot.

           Lee Cluer, Operations Manager and Simon Aris, Regional General Manager

07:30      Breakfast and refreshments

08:15      Background to Royal Mail Group and Parcelforce Worldwide
           This session will include the following:
              • Who we are: including structure and governance
              • Business aims
              • Brand principles

           Including time for Q&A

           Simon Aris, Regional General Manager
09:00   Overview: Technology & operations
        This session will look at the following:
           • Vehicle scheduling
           • Principles of operational delivery
           • Service logistics
           • Field force management
           • Parcelforce Worldwide App
           • Delivery preferences

        Including time for Q&A

        Eddie McBride, Ops Design and Efficiency Manager and Euan Doull, Head of
        Operational Readiness

10:00   Overview: Customer Experience
        This session will cover regional and national experience:
           • Customer self-service
           • Corporate accounts
           • Messaging
           • Social media (e.g. Twitter, Facebook)
           • Delivery preferences and options for choice
           • Customer experience in depots
           • Day to day queries
           • Communication
           • Complaints resolution
           • Customer feedback

        Including time for Q&A

        Ian Johnson, Head of Customer Experience and Peter Kilroe, Regional Customer
        Experience Manager

11:00   Refreshment break

11:20   Overview: Working for Parcelforce Worldwide
        In this session we will look at:
            • Engagement
            • Health, safety and wellbeing
            • Ownership
            • Reputation
            • Rewards and recognition
            • Challenges and barriers

        Including time for Q&A

        Simon Aris, Regional General Manager
12:10   Overview: Performance
        This session will take you through the Parcelforce Worldwide ‘balanced scorecard’
        and how this links with financial performance
           • Measurement and metrics
           • Data
           • Incentives

        Including time for Q&A

        Doug McEwan, Senior Operations Business Partner, Finance

12:50   Closing session
        In this closing session we will pull together and summarise key learning points from
        the day, discussing actions that you can take away.

13:00   Networking lunch and programme wrap up

14:00   Close of programme
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