Process Management International (PMI)

GEMBAfication

Business EN ↓ 5 episodes

LEARNING FROM THE FRONTLINE OF CHANGE AND IMPROVEMENT Most organisations set out with clear goals and good intentions. But change is rarely simple. It’s often messy, non‑linear, and full of surprises. GEMBAfication is PMI’s new podcast for improvement professionals looking for an honest view of what improvement really looks like in practice. Because in our world, every experience is valuable. Hosted by Susannah Clarke, Managing Partner at PMI, the series goes behind the scenes with leaders and practitioners who’ve driven change in their organisations. Sometimes with great success, sometimes wi...

Author

Process Management International (PMI)

Episodes

Creating a Shared View: How the NHS Made Work Visible Across Complex Teams 17.06.2026 21:40

When everyone is working towards the same goal, it’s easy to assume everyone can see the same picture. Carla Smith, Innovation, Strategy and Planning Programme Manager at the Midlands Cancer Alliances Life Science Hub, reflects on what it took to bring more structure and visibility to a complex mix of stakeholders, priorities and communication styles across NHS and industry partners, and what she...

From Suggestions to Solutions: How Currys Made Colleague-Led Improvement Manageable at Scale 20.05.2026 25:12

As improvement activity grew at Currys, so did the number of ideas. Phil Knowles shares what happened when that pipeline became harder to manage, and how focusing on specific operational challenges, with clearer governance and faster feedback, helped create the conditions for improvement to work across the business. “If colleagues only see the polished success stories, then they assume that failur...

Beyond the Toolkit: How Tesco Built a Sustainable Continuous Improvement Culture 15.04.2026 24:29

An honest conversation with Fraser Cowe about readiness for change, bottom-up improvement, and why success in one part of the business doesn’t guarantee success everywhere else. “We assumed the capability was there. It wasn’t. And that was on us.” In this episode: 00:00 Introducing Continuous Improvement at scale in Tesco’s contact centres 03:21 From hearts and minds to boot camps: building...

Fixing Call Transfers in the Contact Centre: How OVO Energy redesigned the customer experience 18.03.2026 27:43

Alannah Martin shares what really happened when her team replaced a traditional Interactive Voice Response telephone system with natural language technology in a live contact centre. “We knew that understanding our customers’ needs and why they were contacting us was fundamental to being able to improve anything.” In this episode: 00:00 Introduction and the problem with call transfers 02:08...

Introducing GEMBAfication 02.03.2026 2:29

Most organisations set out with clear goals and good intentions. But change is rarely simple. It’s often messy, non‑linear, and full of surprises. GEMBAfication is PMI’s new podcast for improvement professionals looking for an honest view of what improvement really looks like in practice. Because in our world, every experience is valuable. Hosted by Susannah Clarke, Managing Partner at PMI, the se...