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

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 OutroMake Continuous Improvement stick in your organisationRolling 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.Explore Consultancy: https://pmi.co.uk/consultancy/ Visit us at pmi.co.uk for more:Dive into our Knowledge Hub for more tools, videos, and infographicsJoin us for a PMI LIVE WebinarExplore Lean Six Sigma CertificationsFollow us on LinkedIn