Beyond Service Reviews

A Two-Day Masterclass to further develop

your internal consultants

Developed for the South Australian Local Government Continuous Improvement Group

September 2015

The future is uncertain but

you know change is coming.

This two-day LKS Quaero masterclass

aims to introduce the whole systems
approach to change and to enable
participants to learn by doing.
The Masterclass is targeted at those
who need to:
/ Deliver cashable savings or redirect resources into priorities
/ Prepare the organisation for significant improvement
/ Offer different ways of doing business with its customers
/ Increase service levels in the face of increasing demands
/ Respond to increased community expectation
/ Embrace alternative models of service provision
/ Deliver improved outcomes for the community

How will it work?

The two days will be a rounded customer-centred approach comprising relevant
theory, practical challenges and real-life simulations working in teams. You
will be equipped with a toolbox with which to work and help analyse service
issues, build self-awareness and model changes that can be applied back in
the workplace. We provide post-course support.

What will you learn?

As a participants in the
Masterclass, you will:
/ D
 evelop an ability to embed corporate
direction into service activities

Over the two days we will cover four elements

/ D
 evelop the self-awareness of your
abilities and when to seek assistance

Within each of the elements the application of a wide range of practical methods are introduced.
Interwoven into these elements are real life / real time tasks and simulations which allow participants
to anchor the theory.

/ L
 earn and apply techniques to gain
early momentum for your project

Going in the Right

Direction

Leading the
Change

Ready for
Change

Getting it
Done

Achieving clarity around

Council Vision and
Community Outcomes

Key competencies for

firing up change

Gather evidence and

exploring alternatives

Designing the future

solutions and bringing
people with you

/ S
 can international delivery models
and best practice
/ L
 earn analytical tools that enable
you to avoid analysis paralysis
/ U
 nderstand and fix the potential
gaps in your leadership capacity
/ D
 evelop skills to inspire change
in others

Outcome-based Strategy

Power and Influence

Critical Issue Analysis

5 Whys

Leading at Every Level

Outlier Modelling

Golden Thread
The Working Proposition

Values Into Behaviour

Congruence Vs. Dissonance

Cultural Web
SOCO and JFDI

Beyond Lean (Prototyping,

SCRUM, Agile)
Demand Management,
Tricker and Alternative
Provisioning Models
Tschudi and Risk Matrix

Introducing the team

Councils we have supported

Willoughby City Council
Diagnostic review, Corporate Better
Service Review, Leadership Team
development

LKS Quaero is an international company

focussing on transformation and improvement.
At the heart of our work coaching and mentoring individuals and teams, enabling them to improve their
efficiency while continuing to deliver an ever-increasing portfolio of services. Our company values remain
firmly rooted in ensuring that outcomes are achieved for best value.

Coffs Harbour City Council

Diagnostic review, transformation
program to realise cashable
savings of $3million

Consider them your personal trainerspushing you to new levels of performance as change agents.

Susan Law (UK, Australia)

Aidan Rave (UK)

Fiona Emberton (UK, Australia)

Graeme Cotton (Australia)

Ian Spence (UK, Australia)

Susan is a highly experienced CEO,

having led and managed public sector
organisations, internationally. Now an
escapee from the Council Chamber,
she is using her vast experience to
support organisations to position
themselves to meet future challenges.

Aidan is a public sector change

management expert with an unusual
blend of over fifteen years experience in
the public, private, and third sectors. He
has experience as a practitioner, a senior
elected member in local government,
and a consultant and trusted advisor on
strategy and people management to a
large number of chief executives in both
the public and third sectors.

Fiona has over fifteen years

experience in delivering innovative
projects in Australia, NZ and the
UK across public and private sectors
as executive, change manager
and advisor.

Graeme is an executive with extensive

community leadership experience in
one of NSWs largest not-for-profit
organisations. He has over twenty
years experience covering sectors
including sport, recreation, and
community development.

Ian has over thirty years of experience

in the government and academic
sectors. Achievements include,
facilitating inter-agency relationships
and implementation of organisational
improvement.

Masterclass Leaders
The team comprises people who have led and advised on organisational
transformation and change for several decades in Australia, New Zealand and
in the UK. Susan, Aidan, Graeme, Ian and Fiona will share their experiences,
tools and models to open minds to opportunities and increase the likelihood
of successful change.

Lincolnshire, Cornwall, The

London Boroughs of Merton,
Hounslow and Westminster.
Also Onkaparinga, Wyndham,
Alexandrina and The Sunshine
Coast Councils
Re-focussed strategy,
redesigned services and
supported the introduction
of self-service options.
Business cases around
proposed mergers in NSW
Palerang, Queanbeyan,
Denilquin, Murray, Wakool
Young, Boorowa and
Harden Shires
Redesigned governance and
service delivery models
City of Unley
identification and assessment of
revenue generation opportunities

Contact us

For further information

Australia

United Kingdom

Graeme Cotton

Level 26, One Bligh Street,

Sydney, NSW 2000,
Australia

33 Queen Street,
London EC4R 1AP,
United Kingdom

Director of Development

Office Telephone:
+61 2 8226 8695

Office Telephone:
+44 (0) 20 7183 0363

Email
graeme.cotton@lksquaero.com

www.lksquaero.com
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Mobile:
0400 489 752