Our Capabilities

"We have been on an exciting and necessary journey for our organisation. Our new ways of working have allowed us to have more transparency and increased our understanding of what is happening in our business. It’s given us the ability to identify resource availability and enabled us to react faster to changing circumstances.

This is not just about knowing the ‘numbers’ but knowing where our business is at as a whole, and how every team and every individual can support each other to produce a positive outcome for all our clients, tenants and stakeholders."

"I cannot recommend Coxswain Alliance enough; it has truly been a life changing experience and the skills I have gained will go with me for the rest of my career."

"Even I didn’t expect we’d achieve this much, this quickly. The drop in AHT, the consistency in leadership, and the renewed energy across the Centre - it’s a testament to what’s possible when we focus, work together, and back our people."

"The Coxswain Alliance team throughout the project has enabled the diverse teams in Finance and Corporate Services to clearly identify their outcomes, their challenges and areas for continuous improvement."

"A Coxswain program delivers many great things, but most valuably it dedicates 90+% of the elapsed time to managing the change. No change manager and fancy comms people either. Coxswain Alliance works on the behaviours of leaders, and coaches them closely so they can maintain the change. An LSS practitioner isn’t generally a strong manager of change."

"The detailed analysis by leaders and improved capability around judgement and critical thinking has resulted in operational performance improvements of over 20% year-on-year. It is an intensive 14-week program that challenges the capability of leaders. However, the benefits for leaders and their career development are invaluable."

"We saw a 90% increase in productivity. This meant more customers received outcomes. Some had been waiting years. As we produce more outcomes, during this difficult time, it provides them with additional money, shows we care and can help manage our reputation."

"Every management team in CBA should go through this process. You can apply the process to any business. Not everyone studies management and this is an effective and efficient way to learn how to manage your team. This was a fantastic learning experience, and it helped unlock mine and my team's potential so that we could achieve full efficiency and capacity. It allowed us to spend time on the end customer outcomes and focused the team on efficient outcomes for the customer."

"I feel far more engaged with my frontline workforce, and the entire team now has a sense of ownership and personal responsibility to achieve our production targets."

"I am a better leader as a result of this program. I have improved my skills, and I still use the methodology today in how I approach my people, business, and teams."

"We achieved record production. Together we solved ‘flow’ issues & guided the implementation by being present - observing, listening and working together. We adopted new ways of working, from capability planning, to being confident in communicating our daily & shift targets that set our direction, supporting our leaders to be confident & capable in the workplace, and all of us getting close to the work to understand what’s not working, and then responding. We all became workplace change agents. Now we are targeting the next record - same methodology, refined."

"The consultants worked with me and my management team. It was a genuine partnership, and we formed a strong bond. Never did we feel that something was “being done” to us or we were being told what to do, but rather we were working on the business together for an improved result."

"Our collaboration with Coxswain Alliance to build an Operational Excellence Framework has built a strong and sustainable foundation for delivering measurable improvements for our customers, our people and our business.

Over the past two years, we have seen increased efficiency across all operational areas with more than 20% in increased capacity, 50% reduction in critical handle times while maintaining service standards and quality. Our teams are able to do more in less time, and as a result we have seen our customer satisfaction score increasing to its highest in over 5 years, surpassing industry standards."

"It’s been an incredible journey - one which I couldn’t even imagine the full extent of what could be done when we started - and now we are here – happy customers, happy Leaders and a workforce focussing on the things that matter.  An absolute pleasure working with the Coxswain team."

"It’s been an incredible journey - one which I couldn’t even imagine the full extent of what could be done when we started - and now we are here – happy customers, happy Leaders and a workforce focussing on the things that matter.  An absolute pleasure working with the Coxswain team.

Working with Coxswain Alliance gave me access to highly skilled and motivated specialists who taught me new ways of working and the science behind their decisions. They provided support and training so that I was able to actively drive change and improvement within the organisation. "