An honest conversation with Fraser Cowe about readiness for change, bottom-up improvement, and why success in one part of the business doesn’t guarantee success everywhere else.

“We assumed the capability was there. It wasn’t. And that was on us.”

In this episode:

00:00 Introducing Continuous Improvement at scale in Tesco’s contact centres
03:21 From hearts and minds to boot camps: building frontline capability
08:47 Why facilitation skills matter as much as CI tools
10:27 Making performance visible through PQCD dashboards
11:54 What success actually looked like
14:49 Getting it wrong first time and why
18:55 Leadership alignment as the missing piece
20:30 Readiness for change and avoiding fatigue
24:07 Outro

Make Continuous Improvement stick in your organisation

Rolling out CI tools is one thing. Embedding the capability, building trust, and sustaining change at scale is another. Our performance improvement consultancy supports organisations to assess readiness for change, build real problem‑solving capability, and create improvement systems that last.

Explore Consultancy: https://pmi.co.uk/consultancy/

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