20 Sept 2011; Excellence in execution, Client Centricity and Risk Management – three topics covered by Mark Gallagher in three days, for clients from industries as diverse as pharmaceuticals, accountancy and global financial services.
Although the world of Formula One might appear narrow and highly specialised, the reality is that to be competitive in this most high technology of sports, with a global footprint and an emphasis on ‘delivery’ of every kind, Mark has gained a unique insight and ability to draw on lessons learned in this most competitive of arenas.
The commercialisation of Formula One as a global sport has lead to the competitors working harder than ever to secure successful, long term and growing customer relationships with sponsors forever being courted by other sports and marketing opportunities hungry for their dollars. Customer engagement has become a key ingredient for the most successful teams; understanding their needs, delivering the results Monday-Friday and not only on race weekends, and recognising that customer satisfaction is influenced by a wide range of behaviours throughout the organisation.
Excellence in execution is another key focus for Formula One teams, whether it be in designing, developing, building and proving an F1 car in readiness for the immoveable deadlines of 20 Grands Prix, or delivering a sub 4 second pit stop to a race leading driver who needs the ultimate in service in order to maintain his competitive advantage.
Within Risk Management there can be no better example of an industry which understands and has responded to a variety of risks than Formula One. Commercial risk, reputational risk, operational risk; these are faced every day by organisations around the world, and for Formula One teams it is no different. Add to that the Health & Safety risk inherent in producing a vehicle in which a human being will compete at speeds of over 200mph, and you have an environment awash with risk.
On May 1st 1994 Formula One witnessed the death of Ayrton Senna in the San Marino Grand Prix, 24 hours after another driver, Roland Ratzenberger, also lost his life. Overnight, Formula One changed its technologies, its culture and its priorities to ensure that such an eventuality would never reoccur. In the 17 years since, Formula One has seen no further driver fatalities, and contributed directly to road safety by seeing the self-same technologies and solutions applied to road cars under the Euro NCAP programme.