Lean Service Forum at Northwyn Rail
Members visit Northwyn Rail's control centre to see how it keeps passengers informed when the timetable fails, followed by a case session and peer clinic.
View detail: Lean Service Forum at Northwyn Rail
Halveron Forum
Next meeting: Thursday 19 November 2026, Manchester
Lean Service Forum
The Lean Service Forum is a peer network for people who run service operations. Members are operations directors, heads of customer service and improvement leads from banks, insurers, utilities, rail and ferry operators, universities, councils and health providers.
The forum meets three times a year at a member's premises, and members gather a fourth time at our Future of Service Conference. Every meeting includes a visit to the host's operations, a case session in which the host explains what they changed and what it cost, and a peer clinic where members bring a live problem and leave with suggestions from people who have faced it. Nothing said at a meeting is attributed outside the room, so people can speak frankly. Halveron organises the forum and pays for it, and we do not use it to sell.
Next event
On Thursday 19 November 2026, Northwyn Rail hosts members in Manchester. We will tour its customer information and control centre and hear how it keeps passengers informed when the timetable fails. Places are for members and are allocated in order of registration.
Past events
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Lean Service Forum at Vellmore Building Society
Thirty-four members spent the day at Vellmore Building Society in Bristol, seeing how the society cut handoffs in its mortgage applications from eleven to four.
View detail: Lean Service Forum at Vellmore Building Society
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Lean Service Forum at Calderbrook Water
Members visited Calderbrook Water in Leeds to see how its contact centre and field-scheduling teams now plan together, cutting missed appointments by a third.
View detail: Lean Service Forum at Calderbrook Water
Apply for membership
Membership is free and open to UK organisations that run service operations. Each member nominates up to two people, usually an operations director and an improvement lead, and agrees to host a meeting if asked. Consultancies and technology suppliers cannot join. To apply, email Daniel Fry with your organisation's name, a short description of your operations and the names of the people who would attend. We review applications before each meeting.
Lean Service Forum members
Six of the more than 100 organisations in the forum.
Latest forum news
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The Lean Service Forum reaches 100 member organisations
News
Published
With the building society that hosted our June meeting joining as its hundredth member, the Lean Service Forum now brings together operations leaders from 100 organisations.
Read full article: The Lean Service Forum reaches 100 member organisations -
What we heard at the Future of Service Conference 2026
News
Published
Operations and customer leaders spent a day at the Future of Service Conference 2026. Here is what they told us about demand, staffing and the limits of automation.
Read full article: What we heard at the Future of Service Conference 2026 -
Start with demand, not capacity
In brief
Published
Most operations plan for the staff they have. Plan instead for the demand that arrives, and you will often find you need less capacity than you thought.
Read full article: Start with demand, not capacity