WSET - Wine & Spirits Education Trust

Reviewing processes to improve customer service

WSET provides globally recognised education and qualifications in wines, spirits and sake, for professionals and enthusiasts. Processing over 100,000 exams a year, WSET faced a combination of rapid growth, acceleration to digital and the imminent introduction of new systems. This highlighted the need to look for improvements and efficiencies in the way exams were processed.

Working together

Working with the exams team, leadership and customers, we researched current processes and challenges. We looked for short and longer-term improvements, so that WSET would be able to make immediate progress and maximise the potential of the new systems.

Having conducted our research, we brought everyone together in a structured workshop to ensure buy-in to the need to change, to explore and exchange ideas, and to obtain agreement to a way forward.

Taking action

Our review set out options for a new Exams Team structure, actions to improve customer service and an approach to meeting longer term goals. The workshop then established workstreams to manage the main improvement activities, with participants committing to key actions.

“BB&A carried out a thorough review of our exams processes, working with a range of internal stakeholders and customers to provide a set of insights and recommendations to deliver significant improvements to how we operate now and in the future. The stand out for me was their focus on engagement of the team to truly support the change process.”
Chief Academic Programs Officer, WSET