Learning Strategy and Solutions

Developing Skills and Capabilities for the Future: Customer Excellence

Find out how QA helped Leeds City Council develop Customer Excellence skills and capabilities using 'Forum Theatre' based learning
#newrules #futureproof


QA | 9 March 2018

In a recent QA article, we looked at the need to become an ‘Organisation of the Future.’ and how organisations are having to ‘re-imagine’ themselves and define new ways to adapt and prosper. Organisations must adapt to the ‘New Rules’* by evolving into a new shape – and by deploying a new series of skills and capabilities in order to:

  • Meet and exceed constantly rising expectations with ‘new and improved’ customer experiences
  • Recognise every employees’ desire for continuous learning and

The ‘New Rules’ will continue impact every organsition - large or small, private or non-profit. But every organisation is different and every organsition will need to find different ways of acquiring the skills and capabilities needed. Sometimes in surprising ways…

Excellent Customer Service - Ready for the Future through ‘Forum Theatre’

The Waste Management Operations Team are the front line in customer service and act as physical ambassadors for the Leeds City Council. They have a direct and immediate impact on their citizens’ feedback. QA’s programme was especially designed to work with this Team and used modern ‘Forum Theatre’ methodology, using skilled actors to create challenging and interactive scenarios that helped staff rapidly learn the skills they need in a ‘safe’ environment.

Leeds City Council: An organisation of the future

The following video walks you through how Leeds City Council have developed their Waste Management Operations Team to become an ‘organisation of the future’.


Leeds City Council have recognised the ‘organisation of the future’ is needed now and have equipped their Waste Management Operations Team to deal with the ‘New Rules’. Talk to QA to find out how we can help yours. Look out for our next edition of Developing Skills and Capabilities for the future.

Look out for our next edition of Developing Skills and Capabilities for the Digital Age.

Useful links:

Edition 1: The future of work - is the future of learning - is the future of work...

Edition 2: Customer excellence

Edition 3: Leadership Pipeline

Edition 5: 'Bite-size' personal development

Edition 6:'IMPACT' programme for frontline leaders

About QA Group

QA helps individuals and organisations achieve their potential through world-class Learning Strategy and Solutions. This includes: training and certification, innovative Talent Solutions that solve both business critical skills and capability gaps, Business Transformation solutions, enabling change and transformation through engagement and education of workforces, and Managed Learning Services. In addition, QA provide consultancy, apprenticeships and post graduate degrees on a range of technical, business and leadership subjects. With over 22 UK training centres – including Apprenticeships, Consulting and Cyber Academies – and a range of online learning options, QA offer an unparalleled set of learning solutions to both private and public sector organisations.


*Deloitte regularly undertake UK specific research, and to quote their key finding in 2017: ‘The organisation of the future’ emerged as the prime focus ……with talent acquisition and learning highest on the business agenda.’ - Human Capital Trends. UK Supplement 2017 – Top 5 challenges for HR.

Talk to our learning experts

Talk to our team of learning experts

Every business has different learning needs. QA has over 30 years of experience in combining the highest quality training with the most comprehensive range of learning services, ensuring the very best fit for your organisation.

Get in touch with our learning experts to talk about how we can help.