NEREO has been supporting local authorities and other public sector bodies

through change for 20 years. We combine experience of the sector with

broad knowledge of service improvement tools and techniques. This year

NEREO can offer the following workshops to support your organisation through

change and improvement:

Service Improvement and

Change

North East Regional Employers’ Organisation

Support, Develop, Advise

Phone: 0191 261 3970

E-mail: info@nereo.gov.uk

North East Regional Employers’ Organisation

Guildhall

Quayside

Newcastle Upon Tyne NE1 3AF

NE1 3AF

All of the workshops in the suite consist of practical exercises throughout the

event to apply key learning.

A full suite of document templates and toolkit materials are available to each

attendee at the end of each workshop and e-learning modules are available

for further development.

Service Improvement and Change Fundamentals

Practical Project Management

Collaborative Working

Customer Relations

How to Write a Business Case

Service Improvement and Process Mapping

Delivering Successful Outcomes

What Our Customers say :

“David (NEREO) has supported us by delivering a

series of one day courses around using Business

Process Engineering.

This has been an invaluable help to me in terms of

challenging my teams to think in different ways to

assist us in streamlining our services and achieving

efficiencies.”

“The support the County Council has received from NEREO

has been invaluable and enabled us to meet the Service

Improvement and Change Management training needs

we have been unable to provide in-house. Their on-going

support is always at the highest level and they are

prepared to work with us to tailor any training to our need

enabling maximum effectiveness for our staff.

The authority are extremely pleased we have a strong link

and good working relationship with NEREO and we look

forward to working with them in the future.” Head of

Regeneration & Economic Development

“NEREO has provided excellent training and

guided us through the process by facilitating

discussions and challenging us to help us find

solutions that are right for us”.

Service Improvement and Change Fundamentals

Service Improvement and Change is a one-day workshop to develop an

understanding of how Service Improvement and Change tools can achieve

improved services and outcomes. It will also address the wider cultural and

people factors that affect organisational improvement and performance.

Audience: Heads of Service, Senior Managers, Team Leaders, Team

Members, Business Analysts and Change Agents.

Content:

Overview of Service Improvement and Change

Understanding of customer value and process waste in the context of

service improvement

Introduction to the core Change and Service Improvement tools and

techniques

Understand the practical application of Change and Service

Improvement tools

Applying Service Improvement tools and techniques to a

“live” scenario

Practical Project Management Training

This two-day training workshop will provide delegates with the project

management approach and governance arrangements that will help any

project in becoming successful.

Audience: Anyone starting off or running a project.

Content:

The NEREO project management training approach uses the following

methodology:

Start Up

Initiate

Define

Implement

Evaluate

The NEREO project management workshop allows flexibility by being both

pragmatic and robust enough to cover all typical change management

projects. This flexibility is essential to the success of all projects.

Collaborative Working

The Collaborative Working workshop is a one-day course which explores the

initiation and development of the collaborative working process - i.e. where

do I start? And what type of collaborative activities do we want to engage

in? Delegates are taught the 'five step journey' to build the strength of trust

and shared vision in a collaborative partnership.

Audience: Officers and Members in the very early stages of setting up a

shared or collaborative service.

Content:

This workshop provides tools, techniques and templates for building trust and

shared vision between potential partners.

Step 1: How to harness the context and multiple drivers for change that can

accelerate collaborative working, and how to predict and negate the

problems shared service activities could encounter

Step 2: Proven methods for developing a collaborative working initiation

team by applying the concept of 'collaborative advantage'; identifying and

winning over 'blockers'; drawing in outside experience and resource

Step 3: Applying a range of tools for engaging councillors in collaborative

strategy development

Step 4: The importance of building a passionate shared vision document to

'paint a compelling, irresistible picture' of the future under the new, better

collaborative services

Step 5: Exploring methods for cementing the trust and shared vision across a

partnership prior to commissioning a business case

Customer Relations

The Customer Relations module provides guidance on how companies

promote customer satisfaction and, moreover, loyalty. This involves

understanding who the customer is, how to manage communications with

customers, particularly customer questions and complaints, and how to resolve

disputes amicably. The ultimate goal of customer relations programs is to build

long-term relationships — those in which the customer keeps buying the

product or service and recommending it to others — with customers. By

attending the session the attendee will gain a working knowledge of the

importance of engagement, communication and building working

relationships with customers.

Audience: Anyone dealing with customers, internal or external, on a regular

basis.

Content::

The module will take the delegates through:

Who are we producing the outcomes and outputs for?

Defining who is the customer - internal and external

How do we know when a customer is satisfied with what we are

providing? And dealing with the dissatisfied customer

The voice of the customer and listening to the customer

Strategies for improving customer relations

Building customer loyalty

Customer communications approaches – including:

Providing customer feedback forms

Asking about customer needs in general when customers call with

problems Training staff to handle disputes uniformly and constructively

Responding directly to customer feedback

Demonstrating how the company listens to its customers

Encouraging a service culture throughout the organisation

How to Write a Business Case

The How to Write a Business Case module utilises proven local government

business case templates, practical best practice guidelines, and checklists for

developing an effective business case.

Target Audience: Senior managers, project managers, team leaders and

project team members.

Content:

The session will take the attendees through:

• What is a Business Case and what should the Business Case contain

• Developing a Business Case, including cost analysis

• Reviewing the Business Case

• Managing the Business Case, including roles and responsibilities

By creating a complete business case, the organisation will know that its

management has thought through the entire project thoroughly. The

managers will be confident the right decision has been made, and that

designated team members are in charge of each step of the process.

Service Improvement and Process Mapping

Service Improvement and Process Mapping Training is a one-day module to

develop your understanding of how using a variety of Process Mapping tools

can achieve improved services and outcomes.

Target Audience: Project Managers, Project Team members, Business Analysts

and Team Leaders.

Content:

Understanding of Customer Value and Process Waste in the context of

improvement

Understand the practical application of Process Mapping and Improvement

tools

Practical exercises to provide experience of applying Process Mapping tools

and techniques

Delivering Successful Outcomes

The Delivering Successful Outcomes workshop is a one-day course designed

to examine, challenge and improve the way in which we currently deliver

service outcomes. The workshop is divided into three sections:

Team And Relationships

How We Do What We Do

The Way Forward

Audience: Middle and senior managers

Content::

Team And Relationships

What is my role?

Roles and duplication of work.

Roles and missed work/opportunities.

How we do what we do

How do we capture outcomes ?

How do we measure success ?

How do we share learning and best practice?

Do we apply Lessons learned?

The way Forward

Implementing a standardised pragmatic methodology for the

successful delivery of outcomes.

Delivering a consistent corporate approach to service delivery.

Creating an organisational standard for the delivery of outcomes.

“Thank you so much for your expertise

in guiding us through the choppy

waters and the clarity you bring”