Session overview

Mergers and changes to the way repairs services are delivered may look like very different projects, but both create the same fundamental challenge: understanding how the work is actually done before you change who does it.

In a merger, the efficiencies in the business case sit across two Operating Models that may never have been fully described. This can mean integration becomes focused on the systems everyone can see rather than on improving the services residents experience.

Bringing a repairs service back in-house presents a different version of the same problem. The contract may describe outcomes and standards, but not necessarily the processes, people, systems and relationships that produced them.

In the final session of DIN’s Operating Models for People with Day Jobs series, Sean Keane, Co-founder and Managing Director of Service Economics, will explore what organisations need to understand when services, teams and responsibilities move.

Using mergers and repairs sourcing as practical examples, the session will look at how organisations can avoid losing operational knowledge and use major change itself as an opportunity to build a clearer picture of how services work.

Key takeaways

By attending this session, participants will:

• Explore why merger integration can drift towards IT systems rather than service improvement
• Understand what is — and isn’t — transferred when an outsourced repairs service comes back in-house
• Consider the wider impact of major organisational change across people, processes, technology, suppliers and management arrangements
• Learn how to use a merger or service transfer to capture how work is actually delivered
• Understand how retaining that knowledge can help future projects start from what the organisation already knows
• Explore how a visible Operating Model can help organisations anticipate the impact of change on residents before implementation

About the speaker

Sean Keane, Co-founder and Managing Director, Service Economics

Sean is Co-founder and Managing Director of Service Economics, which helps complex service organisations deliver more effective services at lower cost.

Service Economics works with organisations to create a visible, shared and connected understanding of how they operate, helping them understand what proposed changes will affect before those changes are made.

Who should attend?

This session will be particularly useful for leaders and managers:

• Planning or delivering a merger
• Bringing repairs or other services in-house
• Outsourcing or changing service delivery models
• Leading organisational transformation
• Working across repairs and assets
• Responsible for integration, change or service improvement

No prior knowledge of Operating Models is needed.

About the series

This is the third and final webinar in DIN’s Operating Models for People with Day Jobs series, delivered in partnership with Service Economics.

The three sessions use regulatory change, technology investment and organisational change to explore the same underlying challenge: every project changes how the organisation works, but very few organisations have a usable, connected description of that Operating Model.

Joining information

Your joining link will be sent via Eventbrite 7 days before the session, and you will also receive a reminder from events@dinetwork.co.uk approximately 2 hours before the session.

Sessions are recorded where possible; however, slides and presentation materials are not guaranteed to be shared afterwards.

If you have any questions about the event or your booking, please contact events@dinetwork.co.uk.