Positioning Your NFP for Customer-Centricity – Documenting a Cultural Transformation
Vera Visevic – Partner, Mills Oakley
Customer-centricity in a not-for-profit organisation is often seen as primarily involving a cultural transformation. Although such an assertion has much merit, how does a NFP actually document and implement this culture? Furthermore, do your organisation’s policies and governing documents create a platform that place the customer’s interests at the heart of your organisation’s operation? This presentation will consider the documentation behind every not-for-profit, and examine how objects clauses in constitutions, policies, charters, and even the establishment of a customer-membered sub-committee, can all work practically to make a tangible difference in customer trust and satisfaction.
Consumer Governance: A Framework for Involving Consumers in Decision-Making
Matt Burrows – CEO, Therapy Focus
What is the functional meaning underlying terms such as consumer, client, customer and citizen? How do these functions relate to decision-making within organisational governance? This session will consider consumer involvement in existing frameworks of engagement and propose a more targeted approach to decision-making. Attendees will gain an appreciation of the different functions of their beneficiaries and the benefits of a dynamic approach to decision-making required within any of the consumer engagement frameworks. Matt will encourage attendees to describe some of their consumer engagement strategies and discuss the application of relevant frameworks.
Impact Strategy 2.0: Creating Social Impact & Strategic Outcomes
Mike Davis – Founding Director, Purposeful
In an increasingly competitive and outcomes-focussed environment, how you formulate and deploy social impact strategy has become vital. Government, philanthropy and businesses are increasingly valuing an organisation’s triple bottom line impact as a key determinant of investment, partnership or funding decisions. However, many organisations do not see the important link between strategy and social impact. Social impact is seen as a discrete project, which is not well integrated into organisational strategy. Impact Strategy 2.0 is an integrated approach that uses social impact to produce strategic, triple-bottom line outcomes. Join Mike for an interactive session on how to strategically utilise social impact measurement and communication. This session will focus on how to effectively and strategically communicate your organisation’s social impact to a range of stakeholders. Using stakeholder theory and emerging approaches, Mike aims to help you to ensure that social impact adds value to your organisation and enhances strategy. This workshop will showcase some of the emerging tools and examples of best practice in social impact measurement, communication and strategic deployment. Mike will also discuss best practice examples as a group and workshop a real life example as a group of how to think about and apply principles of social impact strategy development and implementation.
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