In this episode of the Ever-So-Lean podcast, we welcome Nigel Richardson, an accomplished adaptability coach, to explore the vital theme of adaptability in leadership and organisational change. Drawing on Nigel's extensive experience across various industries, we delve into his journey towards recognising the importance of adaptability and how it shapes effective leadership.

The discussion begins with an exploration of the psychological aspects of change management, highlighting the crucial role of emotional intelligence. Nigel sheds light on innovative facilitation techniques, such as Lego Serious Play, which enhance engagement and creativity during the change process. He also shares a pivotal ‘oh shit’ moment from his own career—a transformative experience that reshaped his approach to leadership and managing change.

Nigel offers a nuanced definition of adaptability, underscoring its growing relevance in today’s complex and ever-changing environment. He elaborates on the critical distinction between adaptation (conscious responses to change) and adaption (long-term survival in the market), providing clarity on their roles in personal and organisational resilience.

The conversation also addresses the common barriers to change, such as resistance stemming from discomfort, misunderstanding, or personal insecurity. Nigel emphasises the significance of organisational adaptability and introduces the AQ AI framework, which identifies the essential components of adaptability: ability, character, and environment.

Together, we examine the importance of fostering a supportive work environment and discuss how hope and personal belief empower individuals to navigate change effectively. exploring the intricacies of human performance, emphasising the need to understand individual motivations and the role of managers in cultivating adaptability within their teams.

The episode also touches on the broader implications of adaptability, including sustainable business strategies and the importance of aligning purpose with organisational goals. Personal growth, mindfulness, and resilience emerge as recurring themes, offering valuable insights for leaders and organisations seeking to thrive in an unpredictable world.

Join us for an inspiring conversation that delves deep into the intersection of adaptability, leadership, and organisational success.

Key Takeaways:

Adaptability is a cornerstone of effective leadership, particularly in today’s complex and unpredictable world. Leaders must respond adeptly to unforeseen challenges, fostering a culture that values experimentation, innovation, and resilience. Achieving this requires clear and direct communication to inspire change, alongside empathy for those navigating difficulties, and a profound understanding of emotional intelligence. Hope and self-belief are powerful drivers of adaptability, enabling individuals and organisations to approach change with confidence and determination.

Organisations flourish when they consciously embrace adaptability, both in addressing immediate changes and ensuring long-term market resilience. This entails cultivating supportive environments that enhance employee engagement and leveraging tools such as Lego Serious Play to promote creativity and collaboration. Team dynamics and individual strengths play pivotal roles in building resilience, with the recognition that not all employees are motivated by traditional markers of success, such as career advancement.

Resistance to change often arises from discomfort, misunderstanding, or personal insecurity. Leaders can overcome these barriers by fostering trust, encouraging accountability, and addressing concerns with sensitivity. The AQ framework—encompassing ability, character, and environment—provides a structured approach to strengthening adaptability, highlighting the importance of acquiring and integrating new skills and perspectives.

While good management is essential, it is often underappreciated. Effective managers recognise and nurture individual strengths, providing space and time for employees to grow, learn, and contribute meaningfully. A clear sense of purpose—both personal and organisational—acts as a guiding principle for decision-making, fostering deeper, more productive conversations about adaptability and performance.

Ultimately, adaptability is not simply about being better; it is about being different. Leaders and organisations that embrace this mindset can transform challenges into opportunities, building resilience and thriving in an ever-changing environment.

🔗Nigel Richardson LinkedIn - https://www.linkedin.com/in/nigelrich

Adapt & Exceed - http://www.adaptandexceed.com

Find out more about Ever-So-Lean, working with us, and our learning programs at www.eversolean.com

Visit the BQF to learn more about the wonderful work they do - https://www.bqf.org.uk/

Enrol in the Online Improvement Kata & Coaching Kata Basics Course. Upskill your coaching skills with the ONLY Kata training created by Jeffrey K. Liker and Mike Rother! - https://toyota-way-academy.teachable.com/?affcode=43912_2uzhk5-x

Please don't forget to show your support and help the Ever-So-Lean Podcast thrive by taking a moment to rate and review it, your feedback matters! 

In this special episode of the Ever-So-Lean Podcast, the tables are turned as Matt Sims steps into the guest’s chair, with Burnout Queen Nicola McCrabbe at the helm. Nicola dives deep into Matt’s personal journey and his newly released book, The Emergence of an Unexpected Leader.

The book chronicles Matt’s inspiring rise from a "disruptive" low-grade student who was written off by teachers to a respected leader on the global stage. Through candid reflections on his rollercoaster path to success, Matt shares his experiences overcoming personal anxiety, public breakdowns, and the pressures of leadership. Nicola’s insightful questions invite listeners to walk with Matt through both the victories and the hardships that shaped his approach to continuous improvement, resilience, and people-focused leadership.

Matt introduces listeners to his Bridge of Inspirational Leadership framework, a guiding philosophy developed through 25 years of real-world learning and growth. Built on the pillars of Respect, Authenticity, Engagement, and Empowerment, this framework offers a practical roadmap for aspiring leaders seeking high performance and personal fulfilment.

Listeners will find inspiration in Matt’s story of transforming adversity into strength and will gain valuable insights on authentic leadership and continuous improvement. Join us for this powerful episode as Matt shares the essential lessons behind his transformational journey—reminding us all that setbacks can be stepping stones to excellence.

Key Takeaways:

1. Resilience Through Personal Struggles

2. Education and Self-Perception

3. Humility and Lessons from Early Roles

4. Mental Health Advocacy

5. Transformative Influence of Mentorship and Support

6. Empathy-Driven Leadership Model

7. Encouraging Reflection and Continuous Growth

8. Normalising Vulnerability and Humour

9. Empowering Future Generations

10. Storytelling as a Leadership Tool

🔗 Useful Links

Nicola McCrabbe's LinkedIn - https://www.linkedin.com/in/nicolamccrabbe/

Nicola's Book 'Burnout Be Gone' - https://amzn.to/3CbjvBz

The Emergence of an Unexpected Leader - https://amzn.to/3XZm7JZ

Audiobook UK - https://www.audible.co.uk/pd/B0DLLLXZBK/?source_code=AUKFrDlWS02231890H6-BK-ACX0-419072&ref=acx_bty_BK_ACX0_419072_rh_uk

Audiobook USA - https://www.audible.com/pd/B0DLLMCW2H/?source_code=AUDFPWS0223189MWT-BK-ACX0-419072&ref=acx_bty_BK_ACX0_419072_rh_us

Audiobook Canada - https://www.audible.ca/pd/B0DLLLM2TJ/?source_code=AMNORWS022318003G-BK-ACX0-419072&ref=acx_bty_BK_ACX0_419072_rh_ca

Audiobook Australia -  https://www.audible.com.au/pd/B0DLLMLKG1/?source_code=AUDORWS022318009C-BK-ACX0-419072&ref=acx_bty_BK_ACX0_419072_rh_au

Find out more about Ever-So-Lean, working with us, and our learning programs at www.eversolean.com

Visit the BQF to learn more about the wonderful work they do - https://www.bqf.org.uk/

Enrol in the Online Improvement Kata & Coaching Kata Basics Course. Upskill your coaching skills with the ONLY Kata training created by Jeffrey K. Liker and Mike Rother! - https://toyota-way-academy.teachable.com/?affcode=43912_2uzhk5-x

Please don't forget to show your support and help the Ever-So-Lean Podcast thrive by taking a moment to rate and review it, your feedback matters! 

In this episode of the Ever-So-Lean Podcast, we welcome the legendary Paul Akers, renowned author and founder and president of FastCap, for a deep dive into the world of Lean mastery. Known for his revolutionary "2 Second Lean" philosophy, Paul has inspired countless businesses and individuals worldwide to embrace continuous improvement. From starting FastCap in his garage to expanding it into a global powerhouse, Paul’s journey is nothing short of extraordinary.

Together, we explore some of Lean’s most common pitfalls and mistakes Paul has come across when implementing Lean, and look a what some of the critical principles look like in reality,  including the power of having a big vision, leading from the Gemba, and the transformative impact of small, daily improvements. We’ll also dig into Paul’s unconventional approach to hiring, the importance of growing people, and how Lean education is changing the lives of students globally.

Whether you’re just starting your Lean journey or looking for advanced insights, this episode is packed with valuable lessons, actionable takeaways, and inspiring stories. Tune in to discover what it takes to create a lasting Lean culture—and why simplicity, humility, and gratitude are at the heart of success.

Don’t miss this powerful conversation with one of Lean’s true masters, Paul Akers!

Key Takeaways:

1. Overcome Academic Challenges with Practical Solutions: Educational struggles don't dictate your potential for success. Focus on practical, real-world problem-solving to excel, as demonstrated by Paul and Matt.

🔗 Paul's Website - https://www.paulakers.net/

Find out more about Ever-So-Lean, working with us, and our learning programs at www.eversolean.com

Visit the BQF to learn more about the wonderful work they do - https://www.bqf.org.uk/

Enrol in the Online Improvement Kata & Coaching Kata Basics Course. Upskill your coaching skills with the ONLY Kata training created by Jeffrey K. Liker and Mike Rother! - https://toyota-way-academy.teachable.com/?affcode=43912_2uzhk5-x

Please don't forget to show your support and help the Ever-So-Lean Podcast thrive by taking a moment to rate and review it, your feedback matters! 

In this enlightening episode, we have the pleasure of speaking with Jan Otterbach, a distinguished business change leader and Vice President - Head of Process Transformation, renowned for driving strategic change across both commercial and technology sectors. Jan’s commitment to fostering collaborative, cross-functional approaches has made a significant impact on the organisations he has worked with.

Jan reflects on his remarkable career, discussing his role in transforming sales and commercial processes at Elavon Europe, mentoring teams to achieve transformative change, and establishing effective team structures and governance models. His approach, grounded in the principle of going to the Gemba, engaging directly with frontline workers and making problems visible, has been instrumental in identifying inefficiencies and fostering real-time problem-solving.

In our conversation, we explore Jan’s insights on the importance of focusing on a manageable number of key initiatives, regularly assessing the value of meetings, and prioritising empathy and engagement in leadership. Jan also emphasises the benefits of blending various methodologies, such as Lean, Six Sigma, and Agile, to address an organisation’s specific challenges.

Central to Jan’s philosophy is the belief that "respect for people is paramount." We delve into best practices for creating sustainable ways of working, uncover the concept of the "sexy 20%," and discuss what it means to move towards the "80%."

This episode is a must-listen for leaders, change agents, and anyone interested in business transformation. Join us for a thought-provoking discussion filled with practical insights and real-world examples from Jan’s extensive experience in driving impactful change.

Key Takeaways:

Go to the Gemba and Make Problems Visible: Engage directly with frontline workers, observe their challenges, and involve them in identifying inefficiencies. This hands-on approach builds credibility and ensures real-time problem-solving by making issues visible through tools like post-it notes or virtual whiteboards.

Regularly Assess Meeting Frequency and Necessity: Continuously evaluate the value of recurring meetings. If they aren't productive, consider spacing them out or cancelling them to avoid time wastage and maintain relevance.

Focus on a Manageable Number of Key Initiatives: Avoid spreading resources too thin. Concentrate on a few impactful projects that align with organisational goals to achieve better collaboration and higher quality outcomes.

Prioritise Empathy and Engagement in Leadership: Leaders should prioritise understanding the people involved in change processes. Directly engage with team members, listen to their frustrations, and involve them in the change process to foster ownership and commitment.

Blend Methodologies to Suit Organisational Context: Don’t rigidly adhere to a single framework. Blend different methodologies (e.g., Lean, Six Sigma, Agile) to adopt best practices tailored to the unique challenges of the organisation.

Respect for People Is Paramount: Above all, the greatest takeaway is that respect for people is the foundation of successful leadership and change management.

🔗 Jan's LinkedIn - https://www.linkedin.com/in/janotterbach/

Find out more about Ever-So-Lean, working with us, and our learning programs at www.eversolean.com

Visit the BQF to learn more about the wonderful work they do - https://www.bqf.org.uk/

Enrol in the Online Improvement Kata & Coaching Kata Basics Course. Upskill your coaching skills with the ONLY Kata training created by Jeffrey K. Liker and Mike Rother! - https://toyota-way-academy.teachable.com/?affcode=43912_2uzhk5-x

Please don't forget to show your support and help the Ever-So-Lean Podcast thrive by taking a moment to rate and review it, your feedback matters! 

In this exciting episode of the Ever-So-Lean Podcast, we’re joined by the remarkable Donna O'Toole, founder of August Recognition and bestselling author of WIN!. Discover how celebrating success can transform your business as Donna shares her expertise on leveraging awards to boost morale, enhance credibility, and drive growth.

🔍 What to Expect:

• Strategic Insights: Learn how to effectively use awards as a tool for business development and employee engagement.

Don’t miss this chance to gain valuable insights from one of the world’s top customer experience influencers and elevate your approach to celebrating success! Tune in and be inspired to accelerate your journey to excellence. 🚀

Key Takeaways from Conversation with Donna:

Celebrate Achievements: Boost morale and motivation by regularly acknowledging team successes.

Value of Awards: Use awards as benchmarks for success and third-party validation to enhance credibility.

Business Development: Leverage awards to aid recruitment, retention, and stakeholder credibility.

Effective Entries: Tailor each application to the specific award with clear evidence.

Evolving Industry: Utilise the increasing credibility of awards for growth and benchmarking.

Self-Promotion: Frame applications to highlight team achievements to overcome self-promotion challenges.

Gender Imbalance: Encourage more women to apply for awards to address nomination disparities.

Strategic Planning: Align awards with business goals and strengths.

Continual Improvement: Use the awards process to drive reflection, improvements, and innovation.

Expert Assistance: Seek professional help for compelling award entries and utilise resources like Donna’s book Win.

Visibility: Recognise behind-the-scenes work to enhance visibility and boost morale.

🔗 Links to Donna's resources:

LinkedIn - https://www.linkedin.com/in/donnaotoole/

August Recognition - https://www.augustawards.com/awards-discovery-call/

Awards List - What Awards are Perfect For You? - https://www.augustawards.com/awards-generator-quiz/

WIN! - https://amzn.to/3Al6Kn1

To find out more about the certifications available with Catalyst Consulting Ltd, visit www.catalystconsulting.co.uk

Visit the BQF to learn more about the wonderful work they do - https://www.bqf.org.uk/

Enrol in the Online Improvement Kata & Coaching Kata Basics Course. Upskill your coaching skills with the ONLY Kata training created by Jeffrey K. Liker and Mike Rother! - https://toyota-way-academy.teachable.com/?affcode=43912_2uzhk5-x

Find out more about the Ever-So-Lean Podcast at www.eversolean.com

Please don't forget to show your support and help the Ever-So-Lean Podcast thrive by taking a moment to rate and review it, your feedback matters! 

This is Ever-So-Lean Extra, where we serve up an extra dose of excellence!

In Season 1, we're immersing ourselves in the prestigious UK Excellence Awards, an event that epitomises innovation, quality and sheer excellence on a national scale. Imagine a platform where industry leaders, influencers, and visionaries converge to celebrate the pinnacle of achievement in business.

We're rolling up our sleeves and diving headfirst into each award category. From the judges who meticulously study every submission to the sponsors who lend their support, from the finalists who embody excellence to the winners who stand triumphant—we'll hear from them all!

In this episode, Matt shines a spotlight on the Excellence in Lean Six Sigma award category. Exploring what makes this category so significant and hear from key figures who have been part of its journey.

We sit down with Pepper Clayton-Fisher from the British Heart Foundation. With a rich history of excellence, the British Heart Foundation won the award in 2022, and Pepper transitioned from a winner to awards judge in 2023. There is much to learn from Pepper’s experiences, as she offers her inside view from both sides of the table. 

We'll welcome back Martin Brenig-Jones from Catalyst Consulting Ltd, long-time sponsors of the Excellence in Lean Six Sigma category. Martin will share insights into the trends he’s observed and explain why the UK Excellence Awards and Catalyst Consulting are closely aligned.

We also get to meet our 2023 winner, Helios Towers, with Allan Fairbairn joining us to discuss their award-winning work and the impactful initiatives Helios Towers is implementing across the globe.

To learn more about the UK Excellence Awards and the benefits of being a BQF member, visit www.bqf.org.uk. And don't forget to tune in to more episodes of the Ever-So-Lean Podcast, available on all major platforms or at www.eversolean.com.

This is Ever-So-Lean Extra, where we serve up an extra dose of excellence!

In Season 1, we're immersing ourselves in the prestigious UK Excellence Awards, an event that epitomises innovation, quality and sheer excellence on a national scale. Imagine a platform where industry leaders, influencers, and visionaries converge to celebrate the pinnacle of achievement in business.

We're rolling up our sleeves and diving headfirst into each award category. From the judges who meticulously study every submission to the sponsors who lend their support, from the finalists who embody excellence to the winners who stand triumphant—we'll hear from them all!

In this special episode, we delve into the UK Excellence Awards' category of Excellence in Environmental Sustainability. This category aims to reward those committed to the future of our world by considering natural resources, as well as social and economic reserves. If you’ve made changes to your people, processes, systems, or products to create a culture of sustainability by involving and engaging everyone, this is the award for you!

I am thrilled to introduce Bryony Roberts from Pragmatic Consultancy, one of the judges for the Environmental and Sustainability category. Pragmatic Consultancy, also the sponsor of this award in 2023, will continue their sponsorship in 2025, which is fantastic news! Bryony will take us behind the scenes to reveal what the judging panel looks for in excellence in sustainability.

Additionally, we'll hear from Tim Sismey and Paul Roach from National Express, finalists in 2023, who will share their inspiring journey. Last but not least, we'll meet our 2023 winners, Vanesa Kelly from HVS. Vanesa will give us an inside look at their winning entry and share insights on what makes a successful submission.

Introduced in 2023 as 'Excellence in Environmental Sustainability', this award has now evolved to 'Excellence in Sustainability' for 2025, broadening its scope to recognize even more outstanding efforts.

To learn more about the UK Excellence Awards and the benefits of being a BQF member, visit www.bqf.org.uk. And don't forget to tune in to more episodes of the Ever-So-Lean Podcast, available on all major platforms or at www.eversolean.com.

This is Ever-So-Lean Extra, where we serve up an extra dose of excellence!

In Season 1, we're immersing ourselves in the prestigious UK Excellence Awards, an event that epitomises innovation, quality and sheer excellence on a national scale. Imagine a platform where industry leaders, influencers, and visionaries converge to celebrate the pinnacle of achievement in business.

We're rolling up our sleeves and diving headfirst into each award category. From the judges who meticulously study every submission to the sponsors who lend their support, from the finalists who embody excellence to the winners who stand triumphant—we'll hear from them all!

In this special episode, we delve into the UK Excellence Awards' category of Excellence in Innovation. We'll hear from visionary organizations that challenge norms and pioneer ground-breaking solutions.

Smiths, the esteemed sponsors of this category, will discuss with us the true essence of innovation, as we're joined by Sarah-Jane Bacchus and Tony Tielen, Director of the Smith Excellence System, who was also on the judging panel at the 2023 awards, to tell us all about heir story.

We'll also feature Martin Snewin from Currys, the 2023 award recipients, who will discuss their journey, the significance of the accolade, and how innovation drives their excellence.

To learn more about the UK Excellence Awards and the benefits of being a BQF member, visit www.bqf.org.uk. And don't forget to tune in to more episodes of the Ever-So-Lean Podcast, available on all major platforms or at www.eversolean.com.

Join us in this inspiring episode of the Ever-So-Lean Podcast as we welcome Carl Appleton, Co-Founder of Shape Associates and a true advocate for technology-driven efficiency. Carl's remarkable journey from the Royal Navy to the Hampshire Fire Service and eventually to the Ports of Jersey as a Process Improvement Manager is a testament to the power of adaptability and seizing new opportunities.

In this episode, Carl shares his invaluable insights on embracing continuous improvement, leveraging Microsoft 365 for maximum efficiency, and overcoming cultural and organisational challenges. Discover how questioning processes and applying common sense can lead to successful process improvements and hear real-world examples of leaders empowering their teams to challenge the status quo.

We'll take a light touch on the generational differences in technology adoption and how demonstrating the benefits of digital solutions can bridge the gap between younger and older employees. Carl's firefighting background brings a unique perspective on prioritisation and maintaining focus, ensuring that every improvement effort is both effective and timely.

Fostering a collaborative and supportive culture is key to successful process improvement, and Carl emphasises the importance of creating a psychologically safe environment where innovation can thrive. Learn how continuous learning, seeking mentorship, and staying curious are vital for personal and professional growth in the realm of continuous improvement.

One of the highlights of this episode is Carl's emphasis on engagement and buy-in from leadership. Hear how senior leaders at the Port of Dover set the tone for continuous improvement events and the powerful message it sends to their teams.

Finally, Carl's dedication to simplifying complex concepts makes continuous improvement accessible to everyone. By using plain language and relatable examples, he ensures that participants can grasp and apply what they learn effectively, making sustained change a reality.

Don't miss this enlightening and inspiring conversation with Carl Appleton. Tune in to gain practical advice, actionable insights, and the motivation to embrace continuous improvement in your own career and organisation.

Key Takeaways from Conversation with Carl Appleton

1. Adaptability in Career Transitions:

• Carl's transition from the Navy to the Fire Service and eventually to the Ports of Jersey demonstrates the importance of adaptability and seizing new opportunities for continuous growth. Carl's journey started with a Yellow Belt training course and rapidly progressed to a process improvement manager role, highlighting the value that embracing continuous improvement methodologies can have for career advancement.

Questioning Processes and Applying Common Sense:

• Success in process improvement often stems from a natural inclination to question existing processes and apply common sense to find better solutions. Question everything and keep it simple are key message I picked up from Carl.

Overcoming Cultural and Organizational Challenges:

• Addressing resistance within hierarchical structures requires fostering a culture of trust, reducing unnecessary checks, and empowering employees to embrace change. Carl gave some great examples where leaders have empowered their teams to embrace continuous improvement, giving them the key the city, the power to challenge every process in the search for waste. This empowerment is a great motivator, and really is a key necessity if you want to get the most out of continuous improvement methods.

Leveraging Microsoft 365 for Efficiency:

• Utilising tools like Microsoft Lists, Power BI, and Power Apps can streamline processes, reduce paperwork, and enhance overall productivity, maximising the ROI of existing software. But before you invest in these platforms and systems, look at what you have already, are you maximising its potential? Is there any juice left to squeeze?

Adapting to Generational Differences:

• Understanding and addressing generational differences in technology adoption was another area that we touched on. Carl explained that he does find a clear divide in a willingness to adopt digital methods between generational types. Demonstrating the benefits and ease of digital solutions can help bridge the gap between younger and older employees. One size doesn’t fit all, something to consider when preparing you communication approach to change.

Prioritization and Perspective:

• Drawing from his firefighting background, Carl emphasises the importance of prioritising tasks and maintaining perspective. Not every decision is critical, and a pragmatic approach leads to effective improvements.

Fostering Collaboration and Supportive Culture:

• A supportive culture where team members assist each other fosters a more productive and positive work environment. Encouraging collaboration over finger-pointing is key to successful process improvement. It’s all about creating a positive, psychologically safe environment, where innovation thrives and scientific thinking is used to try things, with no blame if it doesn’t work out. It’s all about learning.

Continuous Learning and Adaptation:

• Embracing change, seeking mentorship, and staying curious are vital for personal and professional growth in continuous improvement. Having frontline operational experience is invaluable for process improvement managers or change leaders, providing essential credibility, empathy, and understanding.

Engagement and Buy-In from Leadership:

• Strong engagement and visible support from senior leadership is so important for the success of process improvement initiatives. Carl’s example for how the Senior Leadership at the Port of Dover open and close the continuous improvement events is just brilliant. The message this sends to the team just cannot be underestimated.

Simplifying Complex Concepts:

• Making methodologies understandable is crucial. Using plain language and relatable examples ensures that participants can grasp and apply what they learn effectively. It’s all about knowing your audience, adapting your delivery methods, and making it meaningful. If you don’t tick these boxes, sustaining any change will be a challenge.

🔗 Links to Carl's resources:

LinkedIn - https://www.linkedin.com/in/carl-appleton-5b6161113/

Shape Associates - https://www.shapeassociates.com/

To find out more about the certifications available with Catalyst Consulting Ltd, visit www.catalystconsulting.co.uk

Visit the BQF to learn more about the wonderful work they do - https://www.bqf.org.uk/

Enrol in the Online Improvement Kata & Coaching Kata Basics Course. Upskill your coaching skills with the ONLY Kata training created by Jeffrey K. Liker and Mike Rother! - https://toyota-way-academy.teachable.com/?affcode=43912_2uzhk5-x

Find out more about the Ever-So-Lean Podcast at www.eversolean.com

Please don't forget to show your support and help the Ever-So-Lean Podcast thrive by taking a moment to rate and review it, your feedback matters! 

This is Ever-So-Lean Extra, where we serve up an extra dose of excellence!

In Season 1, we're immersing ourselves in the prestigious UK Excellence Awards, an event that epitomises innovation, quality and sheer excellence on a national scale. Imagine a platform where industry leaders, influencers, and visionaries converge to celebrate the pinnacle of achievement in business.

We're rolling up our sleeves and diving headfirst into each award category. From the judges who meticulously study every submission to the sponsors who lend their support, from the finalists who embody excellence to the winners who stand triumphant—we'll hear from them all!

Customer experience is crucial for building loyalty and driving the success of any business or service. But what does it take to achieve true excellence in customer experience? In this episode, we dive into the Excellence in Customer Experience award category at the UK Excellence Awards, celebrating organisations that prioritise their customers at every touchpoint. 

Join us as we hear from the 2023 winners, reigning champions Octopus Energy, and finalists Arthur Ellis. Gain exclusive insights from Mike Vernon of Arval, a judging panel member, to uncover what the judges look for in a winning entry. Plus, don’t miss our conversation with Laura McLaren, Head of Continuous Improvement at Tesco, a brand synonymous with customer-first thinking and proud sponsor of this award category. Tune in for a deep dive into the world of customer excellence!

To learn more about the UK Excellence Awards and the benefits of being a BQF member, visit www.bqf.org.uk. And don't forget to tune in to more episodes of the Ever-So-Lean Podcast, available on all major platforms or at www.eversolean.com.