0830-0915 Registration and morning refreshments
0915-0940 Chair’s Welcome Address
“Surviving and succeeding in challenging times – the role strong and effective leadership can play”
Angela Leitch, Chair, SOLACE Scotland; Chief Executive, East Lothian Council
0940-1005 Leadership and customer service: keeping pace in an agile and responsive environment
Peter Russian, Chief Executive, Investors in People Scotland
1005-1030 Role of leadership in achieving customer service excellence – the importance of vision, culture & core values
Paul Little, Principal and Chief Executive, City of Glasgow College
1030-1050 Panel and audience discussion session (involving pre-coffee break speakers)
1050-1110 Tea and coffee break, networking
1110-1140 Building the case for customer service in the public sector
Ben Griffiths, National Business Development Manager, Institute of Customer Service
1140-1205 Case study – Achieving a culture of customer service across your organisation
Elaine Melrose, Director of Resources, Wheatley Group
1205-1230 The role of leadership in developing successful learning organisations
Dr Lindsay Burley CBE, Chair, NHS Education for Scotland
1230-1300 Panel and audience discussion session (involving post-coffee break speakers)
1300 Chair’s closing remarks