• Establish KPIs and CSFs as part of the service transformation justification to act as the quantification for what will be achieved.

  • Plan to achieve 15 per cent service quality improvement per annum as a means of assessing how long a transformation initiative should take.

  • Assign a change manager to deliver the programme rather than expect one of the current team to do the job alongside their existing role.

  • Expect to allocate up to 5 per cent of the programme cost to maintain what has been achieved and to invest in continual service quality improvement.

  • Use industry awards and accreditations to maintain awareness of progress against the market and to establish management credibility.

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