The Operational Excellence Show
Join Marianne Rutz and world-renowned leaders in the contact centre industry for the Operational Excellence Show. Dig deep into the industries hot topics and gain valuable advice, insights and wisdom.
Episodes
In this special episode of The Leaders' Lounge, Marianne Rutz sits down with none other than Kevin Wilkinson - Founder of Ethical Maintenance and her husband! Together, they share an in-depth conversation about Kevin’s inspiring journey from a successful corporate career to building a Community Interest Company (CIC) that’s revolutionising property factoring in Scotland.
Kevin opens up about his decision to leave a well-established...
In this very special episode of the Leaders’ Lounge, I’m taking you on a personal journey—a story of resilience, transformation, and leadership. I often get asked, “How did you move from the corporate world to leading a property maintenance company?” Today, I’m opening up about that journey, reflecting on pivotal moments that shaped my path.
💡 Highlights from this episode:
- Cancerversary reflections: How a cancer diagnosis cha...
In this episode, I’m joined by digital marketing guru and LinkedIn strategist Mike Roberts, the mastermind behind Making Digital Real. Mike’s also the talented producer and editor of OUR podcast! 🎙️
We dive deep into the evolving digital landscape, LinkedIn strategies, and the importance of staying human in an increasingly digital world.
Mike shares how he’s turned LinkedIn into a powerful platform for meaningful connections and r...
In this final instalment of the CEO Playbook series, I explore the final set of powerful lessons that shaped my journey as CEO of Ethical Maintenance. In this episode, I discuss the importance of embracing unexpected changes, finding peace at your own pace, and understanding that professional growth often means leaving behind those who don't align with your vision.
Learn how to handle project delays with grace, tackle customer serv...
Perseverance, Pivots, and Personal Growth - The CEO Playbook (Part 2)
In this second part of the CEO Playbook series, I dive deeper into the realities of leadership. From understanding that pivoting is perfectly okay, to managing self-doubt, and even resisting the temptation to quit, I share candid lessons from my first year as CEO of Ethical Maintenance. This episode covers key insights, such as embracing new skills, dealing with ...
In this episode of the Leaders Lounge, I dive into the first part of my CEO playbook - a series of practical tips and insights that I’ve gathered from my first year leading Ethical Maintenance.
As someone who’s passionate about customer experience, stepping into the property maintenance management world was a significant shift.
I share my journey, the challenges I faced, and the strategies that helped me succeed, from fostering a f...
As I record this episode on 22 May 2023 - Dave D’Arcy who is well known in the employee engagement & leadership world is launching his own business.
We discuss the aspects of leadership beyond Net Promoter Scores, Trust Pilot or Google reviews!
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Monday, 24th April marked the 5th anniversary of Rutz Consulting limited! Yeah - We made it to 5 years in business! We registered our limited company 5 years ago!
In this episode we look at some of the reasons why 20% of businesses fail in their first year and 60% of businesses go bust in the first 3 years o...
Today's podcast is of a rather personal nature! This is for two reasons:
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You might be a new listener to the operational excellence show and wondering who I am, where I came from and what we do a...
In today's bonus episode of the foundation series "Customer Service Delivery Made Easy" I’m talking you through how you can become a better leader in 9 simple steps!
Resources:
We have created an amazing downloadable workbook for you - co...
Today it’s all about cash! Show me the money in your customer service delivery!
Resources:
We have created an amazing downloadable workbook for you - covering the content of this foundational series! Go and DOWNLOAD IT HERE…
Today's teaching is well and truly focused around your customers!
And remember - we are customers of each other! We are not designed to operate in silos!
Resources:
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Today we are discussing the importance of recording why you and your team are doing what your doing!
Most of our clients struggle to produce an operational manual or ensure they have systems in place that allow the business to run, even if some key stakeholders are not available!
Today is the first instalment of our foundational series "Customer Service Delivery Made Easy"
Over the next four episodes I will be looking at some of the basics & will be sharing insights, tips & tricks to help set up your Customer Service Delivery for success.
...
Becoming and remaining an Employer of choice - that’s a tough order nowadays!
I’m discussing this topic with Wendy Sellers, the HR Lady, who boldly claims… Your People are My Business!
Topics such as Retention, the impo...
My Guest today is Marybeth Gregg, the Founder and President of The International Centre for Women’s Leadership and Author of Bestseller “How to soar with a broken Wing”.
International consultant, coach, author, entrepreneur, mother, gre...
When was the last time you experienced excellent customer service?
In this episode I discuss how customer experience is evolving, changing, the possible reasons behind this & whether or not it is for the better of the customer.
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We all have difficult times in service delivery! And guess what, delivering a service is inconvenient!
But what when your vision is clouded, when you feel lost, a fraud, hurt, joyless or simply just had enough?
In this epi...
My guest today is the co-founder of Tango! Not the Dance! Or a Dance Studio…. But an amazing tool to map out & write out processes in your organisation!
In our Contact Centre Industry we live and breath processes and process improvements! We love it, I love it! Yet when it comes to documentation of said processes; the “How to” - then I often times find that these so important documents
a) don’t e...
Happy 2023 listeners!
After the festive holidays & as everyone around the world starts to think of their new years resolutions it got me thinking about & the daily 15 minute fix to success.
Today I revisit & recap on an earlier episode where I discussed how there should be ONE h...
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