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 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.
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.