The shared challenge
Participants run Apex Shared Services, a fictional learning organisation. Service Request requests move through roles with different priorities and responsibilities. Teams experience the flow, agree improvements and compare performance through three facilitated rounds.
How the work connects
ILLUSTRATIVE PROCESS FLOW
REQUESTService Request↓
- 01Service Desk→
- 02Triage→
- 03Specialist↓
- 04Approvals←
- 05Fulfilment←
- 06Reporting↓
CUSTOMER OUTCOMECompleted and checked
Errors and rejected work return for correction.
SUPPORT ACROSS THE FLOWQuality AuditMail Room
The decisions you make together
- Prioritise targeted quick wins with limited planning time.
- Choose how to organise information and standard work across the request flow.
- Redesign the shared-services workflow to reduce unnecessary handoffs.
- Agree how customer requirements and approval controls remain visible after redesign.
What the experience develops
Collaborate under pressure with conflicting priorities.
Measure service-request throughput, cycle time and defects.
Translate workflow observations into a practical shared-services improvement plan.
From the simulation to your business
The debrief connects what happened in the rounds to your organisation: shared performance measures, handoffs, leadership choices and personal contribution. Participants identify realistic actions and a practical improvement experiment to take back into work.
SERVICE RUNNER is a facilitated role-play with digital scoring dashboards. The company and scenario are fictional learning environments.