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We assist our clients to improve the operational efficiency and effectiveness
of their customer-facing operations. To realise this goal we have developed
a consulting framework to align our clients’ products and service
delivery to the needs and expectations of their customer base.
The ‘Framework’ approach is practical and pragmatic and invariably
requires a degree of tailoring to suit the particular dynamics and culture
that exist within the client organisation. The approach can be used at
any level within the organisation, for example either at total company
level, or department level.
We never start with a ‘blank sheet of paper’. Instead, we
use this ‘Framework’ supported by previous client experiences
and underpinned by a diverse range of tools and methodologies that are
deployed during the Discovery, Design and Implementation phases of our
assignments.
Finally, we strive to form joint delivery teams with our
clients to ensure maximum skills transfer and capability development.
Assignment Phasing
It is important to set the boundaries of any assignment
or project before commencing work. All too often people leap
to the answer before really understanding what the questions
are!
By phasing each assignment to a logical flow this is avoided,
issues are clearly identified and focus is applied to the
correct issues.
Definition
The Definition Phase sets the scope of the assignment. Typically
this will include a 1 day Project Definition Workshop held
with the Project Sponsor and key client representatives.
Optionally, a Stakeholder Group can be established which
provides the potential for an external view of the operation
where the assignment is being undertaken, from their internal
customers.
Discovery
The Discovery Phase provides the base data for the assignment.
Inputs from the Project Sponsor and (optionally) Stakeholders
are taken and each unit within scope is investigated and
agreed sets of metrics obtained.
Commentary on the following areas is typical (agreed in Project
Definition):
- Operational activities
- Skills, competencies & training
- Service Levels
- Performance metrics
- Cost analysis
- Improvement opportunities
- Issues
The Project Sponsor will then review these outputs and provide
guidance for and/or resolution of any issues and comment
on improvement opportunities identified.
Design
The Design Phase takes the agreed issues and improvement
opportunities and defines potential solutions. Typically,
commentary will be provided on:
- Activity improvement
- Organisational issues
- Location strategy
- Cost benefit analysis
- Outsourcing options
- Business metrics
- Change options
A series of recommendations is made and agreement reached
with the Project Sponsor as to the way forward.
A high level implementation plan is produced for the agreed
recommendations.
Delivery
The Delivery Phase takes the high level implementation plan
and further defines implementation activities in detail.
Responsibilities for implementation are agreed at the start
of this phase between the Project Sponsor and the Consultant.
Where necessary an Implementation Project Office is established
and a schedule of progress communicated to the Project Sponsor
on an agreed basis.
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