Karen Ferris
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Karen is a self-professed service management and organisational change management rebel with a cause.
Acclaimed internationally as an author and speaker, with industry acknowledgement of her reputation as a Thought Leader, she provides both strategic and practical advice and insights to her audiences. In 2011, Karen authored the acclaimed publication ‘Balanced Diversity – A Portfolio Approach to Organisational Change’ and the second edition is underway and scheduled for release late 2020. 2019 saw the publication of Karen’s second book “Game On! Tactics to Win When Leading Change is Everyone’s Business”. 2020 will also see the publication of “Unleash the Resiliator within – Resilience: A Handbook for Individuals” and “Unleash the Resiliator within – Resilience: A Handbook for Leaders”. These publications encapsulate her passion to build workforces that are resilient in the face of constant, uncertain, and disruptive change. In 2014 itSMF Australia bestowed her with the Lifetime Achievement Award for her contribution to the industry. AbstractCreating a Culture for Innovation for Service Management Relevance
Service management needs to continual innovate to remain relevant. This presentation is about building a culture for innovation that enables the design and delivery of great processes, products, services and experiences to customers. Innovation needs to be part of the entire organisational culture – not concentrated in a single person or hidden away in a dedicated office. Innovation needs to be everyone’s business. This happens when leadership gets out of the way and provides employees autonomy to do something different. This happens when failure whilst innovating is not subject to punishment or humiliation because there is an environment of psychological safety. Failure is celebrated as an opportunity to learning. Every failure is seen as a step closer to success. A culture for innovation is one in which there is recognition that constant change is the norm and embraced as the only way to remain relevant in the era of continual disruption. LEARNING OUTCOME The audience will learn:
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