Explore every episode of the podcast GEMBAfication
Dive into the complete episode list for GEMBAfication. Each episode is cataloged with detailed descriptions, making it easy to find and explore specific topics. Keep track of all episodes from your favorite podcast and never miss a moment of insightful content.
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Title
Pub. Date
Duration
Introducing GEMBAfication
02 Mar 2026
00:02:29
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 series goes behind the scenes with leaders and practitioners who’ve driven change in their organisations. Sometimes with great success, sometimes with unexpected setbacks. You’ll hear about the methods that helped them mobilise, measure, and deliver results, and what they learned when things didn’t go to plan. These are candid conversations about what it really takes to improve, adapt, and lead when change meets the realities of day-to-day work.
Launching on 18th March, GEMBAfication explores change as it really happens. Subscribe now so you never miss an episode.
Fixing Call Transfers in the Contact Centre: How OVO Energy redesigned the customer experience
18 Mar 2026
00:27:43
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 Why traditional phone menus fail customers 05:23 Testing change safely with a phased rollout 08:55 Unlocking self‑service without forcing it 13:58 What success actually looked like 16:19 What didn’t go to plan 20:22 Lessons on stakeholder trust and leading change 27:01 Outro
How to unlock your full potential with expert performance improvement consultancy
If you’re serious about improving your organisation’s performance, then you need to get serious about process improvement. Our consultancy services can help you achieve your goals.
Beyond the Toolkit: How Tesco Built a Sustainable Continuous Improvement Culture
15 Apr 2026
00:24:29
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 frontline capability 08:47 Why facilitation skills matter as much as CI tools 10:27 Making performance visible through PQCD dashboards 11:54 What success actually looked like 14:49 Getting it wrong first time and why 18:55 Leadership alignment as the missing piece 20:30 Readiness for change and avoiding fatigue 24:07 Outro
Make Continuous Improvement stick in your organisation
Rolling out CI tools is one thing. Embedding the capability, building trust, and sustaining change at scale is another. Our performance improvement consultancy supports organisations to assess readiness for change, build real problem‑solving capability, and create improvement systems that last.
From Suggestions to Solutions: How Currys Made Colleague-Led Improvement Manageable at Scale
20 May 2026
00:25:12
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 failure is unacceptable.”
In this episode:
00:00 Introduction and the challenge of scaling improvement 01:57 Why improvement was inconsistent and reactive 05:23 Building a bottom-up framework across 2,500 colleagues 08:12 The metrics that proved it was working 11:22 The gaps in the sustain model and early rollout 14:41 When the ideas pipeline becomes the problem 19:14 Moving from generic ideas to targeted challenges 22:38 Keeping change relevant across different teams 25:11 Outro
Making improvement work across the business
Building momentum is a significant step. Our performance improvement consultancy supports organisations to put the structure, clarity, and capability in place to sustain improvement at scale.
Creating a Shared View: How the NHS Made Work Visible Across Complex Teams
17 Jun 2026
00:21:40
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 learned about data, ownership, and different ways of working along the way.
“There are completely different levels of digital readiness, and that changes how people work, how they communicate, and what they need.”
In this episode:
00:00 Introduction and the challenge of visibility across complex teams 02:01 Why shared goals don’t guarantee a shared view of progress 06:13 Bridging different ways of working across stakeholders 07:16 Building alignment at pace through sprints 09:20 The uncomfortable discovery: the solution already existed 11:31 Making work visible through data and challenging perception 13:53 When too much openness slows progress and the need for clear scope 20:11 Advice for first-time improvers: start with scope, then get the data 21:13 Outro
Help Your Teams See the Full Picture
When progress lives in different places, decisions slow down. Our performance improvement consultancy helps organisations bring clarity to complex work, align teams, and create the visibility needed to keep improvement moving.