Enabling Cultural Change at RS Components.

Be inspired and learn from our 2018 Innovation Award Finalist

Who should attend?  This case study is for anyone who wants to focus on creating engagement in their teams, bring about cultural change or sustain improvements during substantial change. It’s also a great opportunity to see the benefits of collaboration across Planning, Quality and Insight within a single strategic approach. 

Find out about RS Component's Innovation
Discover how the new Enable Function are delivering operational excellence through combining the contributions of Planning, Analysis and Quality CX. A 3-year transformational journey at RS has seen implementation of Voice of the Customer (VOC), focus was on putting the basics right, driving continuous improvement and implementing software solutions that drive operational effectiveness.  The Enable function are part of the next stage of embedding and sustaining an agile culture. Funded out of a reduction in headcount by cutting failure demand (16FTE), they are also enabling managers to really focus on their people. Effective operations give people clarity on what they need to achieve allowing implementation of a new people framework, that encourage development and delivers engagement and wellbeing. Alongside this, there has been a massive operational overhaul, which included call routing changes, digital enhancements and new technological solutions and the functions reputation is breaking down internal barriers to deliver insight and influence change in areas outside of Customer Service.

Speakers Include

Emma Botfield – Director of Customer Services
Emma has a wealth of experience in customer service strategic and operational management and has managed within large, complex organisations within the private and public sector. Leading teams to continually improve the customer experience, efficiently and effectively and driving change at a strategic level whilst supporting/driving change geographically across an international matrix organisation.


Jamie Gough – Delivery Manager Interaction & Enable (Operational Effectiveness)
Experienced Service Delivery Manager with a demonstrated history of working in the electrical and electronic manufacturing industry. Skilled in Operations Effectiveness Improvements, Operational Management, Programme & Project Management, Analytical Skills, People Development & Management.