Transformation from a regional or franchise model into a centralised structure, with a new operating model. Enables delivery of efficiencies of scale and cost savings, establishes standardisation and consistency for an improved customer experience when dealing with larger clients across geographies. Aligns skillsets and clarifies decision making and accountabilities.
Organisation’s First Steps in Digital Procurement
Charity had onerous steps for buying routine, low value purchases and needed to release key colleagues from admin tasks. The main ‘purchase to pay’ cycle was undertaken by the requisitioner, meaning that high-value roles including specialist researchers and scientists were tied up in the administration of raising purchase orders. The current system made it difficult...
Creating a new way of thinking and prioritising
With ambitious goals and lots of activity in discussion and new senior managers, there was a desire to implement an agile approach with reusable tools, that determined priorities and an action plan aligned to the business strategy.
Created a customer centric business plan
Customer expectations are changing & fast – SGN want service to be responsive and personalised. Channels of choice differ depending on the reason for contact but the underlying requirement is to make it easy. If service is not up to standard, customers are likely to turn to social media and voice their displeasure.
Yodel – Business Process Re-Engineering
Whilst the company had been brought under a single brand umbrella – YODEL, there was an urgent requirement to integrate the businesses to bring down the unit cost of delivery in what at the time was a cut throat competitive marketplace. • Specifically there was a need to radically alter the cost to serve and...
Coach & Mentor to Children in Care
Working in partnership with Children’s Social Care and Adult Social Care helped to integrate Children in Care into the workplace for work experience and potential apprenticeships.
Child Rescue Alert
I was watching a news story about the search for a missing child and was stunned at the statistic on missing children. The new reporter stated that with viewers overwhelmed with a high-profile missing child story and this particular missing child not being ‘as attractive’, and her parents without the resources, the chances of finding...
If it isn’t written down, it doesn’t exist.
A telecoms organisation partnering with one of the largest IT companies, were engaged by a bank to deliver what was the world’s largest outsource agreement. The telecoms contract (value £100m), was due for renewal but despite significant time, investment and delivery resource spending, the telecoms organisation was consistently failing to deliver to the required standard.
‘We shot at you all day and there is no blood. It is a pleasure to work with you.’
I was tasked to step in to a major programme, (that was suffering ‘catastrophic commercial and delivery problems’), and to mobilise the set-up of a manufacturing production line and deployment capability. The issues involved: Over-commitments and subsequent failures. Lack of defined scope and direction. No commercial agreement in place resulting in spiralling costs and no...
Product Management Transformation and ISO-27001/SOC 2 Operational Compliance
A small Fintech required change in the way they were developing their products and solutions since moving from exclusively providing Open Banking Payments APIs, to adding to their portfolio front-end solutions in the form and shape of Mobile Payments Apps (integrated with their existing APIs), obviously supporting both iOS and Android platforms. At the same...
