Topic: Strategic change – the key to effective innovation and capability development

Day: Thursday 22 October 2020

Time:  4:00pm-4:30pm AESDT

Abstract:

2020 is bringing the Aged Care sector’s greatest challenges to a head, leaving services vulnerable and exposed. The Royal Commission, the COVID-19 pandemic, heightened community anxiety and ever-increasing consumer expectations dictate that significant change is required. This also makes it our greatest opportunity to take ageing experiences to the next level, but it is far easier to talk about what should happen… then to make it happen. To achieve and sustain consumer-led quality care, services must go beyond traditional approaches and leverage a unique combination of agile improvement, empathetic design and strategic innovation. Together we will dive into just some key research on: 2020 is bringing the Aged Care sector’s greatest challenges to a head, leaving services vulnerable and exposed. The Royal Commission, the COVID-19 pandemic, heightened community anxiety and ever-increasing consumer expectations dictate that significant change is required. This also makes it our greatest opportunity to take ageing experiences to the next level, but it is far easier to talk about what should happen… then to make it happen. To achieve and sustain consumer-led quality care, services must go beyond traditional approaches and leverage a unique combination of agile improvement, empathetic design and strategic innovation. Together we will dive into just some key research on:  • Consumer Centricity with Harvard Business Review.• Strategic change completed in conjunction with Harvard Business Review.• The adoption of design and innovation as a key management competency.  This information will provide attendees with the necessary context and insights to better understand and implement a proven approach for strategic innovation which involves:

• Engagement around purpose: understanding the why at both an organisational and personal level.
• Detailing the externalities that have driven the need for change: this is critical as when change is needed we psychologically resists as it often invalidates our prior efforts, so presenting change in a way that celebrates past effort but focuses on an external shift as the driver, decreases sub conscious resistance to innovative change.
• Identifying improvement and innovation opportunities
• Leveraging empathy and contextual understanding as a basis for design and innovation (and to support consumer centricity in general).
• Crafting new concepts that can enhance care outcomes, the consumer experience and provide market differentiation
.• Prioritising these through considering desirability, feasibility and viability.
• Rapid prototyping of concepts to decrease risk and enhance outcomes.
• Embedding an improvement mindset and design/innovation as an organisational capability with supporting processes, metrics and structures.

Finally, I will share some examples from Australia and around the world, where organisations have delivered strategic innovation and embedded underlying capability to improve customer satisfaction, strategic outcomes and in some instances competitive advantage. Attendees will feel inspired upon closing, the presentation designed to engage and invigorate the audience to be the change that the industry needs.

Biography:

Brad Meehan is a member of the Aged Care Quality Association (ACQA) as well as the Managing Director of Strativity Group (the world’s leading customer strategy, experience design and change consultancy). Brad has designed and deployed enterprise level consumer-centric and capability building transformation programs for many ASX100 companies, Health Care providers and GOCs. He has expertise in strategy, design/innovation, operating model development, consumer centricity, governance, quality management and large-scale cultural change. Brad has advised the leadership teams of Aged Care and Health Care organisations including BaptistCare NSW, IRT, Allity Aged Care, Benetas, Catholic Healthcare Services, Calvary Health, Cabrini Health, Johnson & Johnson and Novartis to name a few. Brad has also lectured in QUT’s MBA program in the fields of strategy and customer experience management and has delivered over 50 keynotes and conference presentations both internationally and across Australia.

Recent Appearances:
Criterion Conference Governance in Aged Care (2020)
Criterion Aged Care Conference (2019)
Customer Experience Summit (2018, 2019)
CXO Leaders Summit Australia (2017, 2018, 2019)
CCO Australia (2017, 2018, 2019)