As improvement activity grew at Currys, so did the number of ideas.

Phil Knowles shares what happened when that pipeline became harder to manage, and how focusing on specific operational challenges, with clearer governance and faster feedback, helped create the conditions for improvement to work across the business.

“If colleagues only see the polished success stories, then they assume that failure is unacceptable.”

In this episode:

00:00 Introduction and the challenge of scaling improvement
01:57 Why improvement was inconsistent and reactive
05:23 Building a bottom-up framework across 2,500 colleagues
08:12 The metrics that proved it was working
11:22 The gaps in the sustain model and early rollout
14:41 When the ideas pipeline becomes the problem
19:14 Moving from generic ideas to targeted challenges
22:38 Keeping change relevant across different teams
25:11 Outro

Making improvement work across the business

Building momentum is a significant step. Our performance improvement consultancy supports organisations to put the structure, clarity, and capability in place to sustain improvement at scale.

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

Visit us at pmi.co.uk for more:

• Dive into our Knowledge Hub for more tools, videos, and infographics
• Join us for a PMI LIVE Webinar
• Explore Lean Six Sigma Certifications
• Follow us on LinkedIn

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/

Visit us at pmi.co.uk for more:

• Dive into our Knowledge Hub for more tools, videos, and infographics
• Join us for a PMI LIVE Webinar
• Explore Lean Six Sigma Certifications
• Follow us on LinkedIn

Alannah Martin shares what really happened when her team replaced a traditional Interactive Voice Response telephone system with natural language technology in a live contact centre.

“We knew that understanding our customers’ needs and why they were contacting us was fundamental to being able to improve anything.”

In this episode:

00:00 Introduction and the problem with call transfers
02:08 Why traditional phone menus fail customers
05:23 Testing change safely with a phased rollout
08:55 Unlocking self‑service without forcing it
13:58 What success actually looked like
16:19 What didn’t go to plan
20:22 Lessons on stakeholder trust and leading change
27:01 Outro

How to unlock your full potential with expert performance improvement consultancy

If you’re serious about improving your organisation’s performance, then you need to get serious about process improvement. Our consultancy services can help you achieve your goals.

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

Visit us at pmi.co.uk for more:

• Dive into our Knowledge Hub for more tools, videos, and infographics
• Join us for a PMI LIVE Webinar
• Explore Lean Six Sigma Certifications
• Follow us on LinkedIn