Case Study Meeting Process

Parking Administration Officer, Louise Stopford


  • Weekly meetings did not cover all items on the agenda.
  • Meetings were primarily for information sharing – not a lot of engagement.
  • Actions were not followed up in a timely manner.
  • Many actions existed that had been open for a long time.

Impact this was having:

  • Staff were not fully aware of current issues and events.
  • Staff were becoming frustrated due to a lack of completion of actions.
  • Ad-hoc agenda items dominated the meetings resulting in scheduled items not being discussed.

Desired future state:

  • A forum that improves information sharing and an open and honest discussion.
  • More engagement from the team.
  • A focus on positive continuous improvement rather than backward looking discussion.

The approach undertaken:

The meeting agenda and meeting notes templates were reviewed and learnings/employee feedback used to improve the meetings process and supporting templates.

Solutions implemented:

  • Active listening and contribution is encouraged.
  • The meetings are solutions focused rather than “problem raising”.
  • Create more of a team approach.
  • Team meeting rules were established.
  • Agenda now includes time allotments for each topic to ensure all items are covered.
  • A timekeeper keeps an eye on the time to ensure all agenda items are discussed.
  • Acknowledgement of achievement are now included (Pats on Back).
  • Actions are clearly defined and delegated.
  • There is improved follow up of action items.

Benefits achieved:

  • Improved communication process.
  • Information sharing clearly expressed.
  • Effective use of time and resources.
  • Raised expectations to complete action items.
  • Accurate record of conversations for future reference.

Future Plans:‚Äč

  • Review processes as part of continuous improvement.