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.

• Plans and priorities needed to be assessed and aligned to strategy • There seemed to be a lot of inefficiency with task led activity and

lack of control of 3rd parties
• Process led thinking as opposed to colleague led / outside in

review

• Colleague journey mapped with pain points & metrics
• Personas agreed and approach shown with materials provided to

  repeat

• Priorities assigned using value stream mapping and then

  validated against business objectives

• Activity plan drafted to help the team progress at pace
• Team could complete next steps without support, using the tools

  and templates provided

• Instilled much more thought about the customer (colleagues) to ensure approaches added value