A good friend of mine is with one of the large Canadian banks and does a lot of customer survey, customer satisfaction work. She is looking for innovative ways to engage both customers (both large corporate and regular individuals) in solving problems (and help change bank culture in the process!). The depth and scope of these problems will range from inter-personal issues to deeply entrenched banking systems and procedures.
I was thinking that conversations in OS might be a good way to come at this, i.e.use the relevant survey data upfront, invite all interested staff from the Branch, related technical and product groups, the customer (e.g. if this was a large corporate customer, it could involve many individuals dealing with different parts of the bank) and have them really go to it! Does anyone know of vageuly similar situations where Open Space has been used like this? Many thanks....... Meg Salter MegaSpace Consulting Toronto, Canada 416.486-6660 meg.sal...@sympatico.ca
