Customer focused leadership: Learning resources
The Public Services Leadership Consortium has produced a suite of learning resources for customer focused leadership, based around the leadership framework.
The learning resources have been developed specifically for those public service managers or learning and development professionals who are seeking to incorporate customer-focused leadership into their public service leadership development provision.
All of the material in the pack is intended for use with, and to be of value to, Chief Executives and top teams in all types of organisations across the public sector. The pack contains a range of materials that can be tailored to integrate with both service-specific and cross-service leadership development provision.
Learning resources: Content
- Introduction to customer focused leadership and the learning framework .
- Explains the importance of customer focused leadership as a key driver of public service reform;
- Explains the purpose of the learning materials contained in the pack and how the different elements come together in a three-stage learning framework.
- The distinctive behaviours and qualities for customer focused leadership:
- Outlines the findings of research undertaken
- The seven learning areas for customer focused leadership: description and learning outcomes.
- Describes the seven areas of distinctive learning required to develop customer focused leadership qualities, and the desired learning outcomes associated with each one.
- Guidelines on organisational raid approach:
- Explains how to use organisational raids to enable learners to get active experience of organisations in other parts of the public sector and to glean learning points on the seven curriculum areas associated with customer-focused leadership.
- Guidelines on historical case studies:
- Explains how these can be used to enable learners to gain insight into how other public sector organisations have incorporated user focused principles.
- Six historical case studies:
- These focus on the contributions and activities of key leaders in public sector organisations introducing strategic customer focus initiatives, and are structured to elicit key learning points in each of the seven areas associated with customer focused leadership.
- Additional activities:
- These are designed to encourage learners to develop their expertise in each of the seven customer focused leadership learning areas. They can either be used as part of a broader programme incorporating the organisational raid and historical case study approaches, or applied independently.
- Core presentation material
- To be used and adapted by trainers.
Learning resources: Access
A prototype pack of learning resources was launched by Cabinet Office Minister Jim Murphy at the Public Services Leadership Consortium's inaugural conference in 2006.
These documents are available here for download and use.
