Liz Forsyth, in conversation with Grame Kelly, CEO of The Tipping Foundation, discusses how disability services providers can become more customer-centric.
From operating models, processes and ways of working – organisations will need to rethink their approaches.
|"With orgaisational structures, we often look at a pyramid with leadership at the top but we need to invert it and put the customer first."|
Worforce is the key. You need to strip many layers of management out and focus on the front line. You will also need a different type of workforce at the front line. One that understands how to work by principles, not rules, that understands risk management and importantly – how to build rapport and strong relationships.
Find other videos with Liz and Graeme covering the NDIS and innovation on The Tipping Foundation website.