Expect exceptional results


As a leader, you should expect nothing short of exceptional results and broader positive outcomes from your business transformation.

  • Results should be both holistic and substantial. Both immediate and accelerating moving forward.

  • Outcomes should find better balance among the needs and interests of customers, employees, the organisation, society and environment.

Our focus is on value creation. Not trade-offs. Involving people means they can continue to deliver long after we have left.


British Telecom Transformation - holistic results

Data available in BT Group plc investor meeting slide packs and annual reports.

BT BPS Improving Customer Experience

BT "Business and Public Sector" customer facing unit; serving 1.2m customers. They wanted their customer experience to be the best in market. They achieved Transformational results.

BT TSO Customer Experience - numbers & empathy

 
Insight gathering workshop

Revised KPI service book with a more customer focus

Frontline insight gathering session

BT "Technology Service Organisation", is BT's internal technology unit responsible for creating and operating BT networks, platforms and IT systems. There are more than 11,700 people in TSO.

 

Our Projects focus on People, Systems & Processes - individually and most powerfully together

 

Econsult - patient experience

Co-creating a physical and digital journey for patients entering Urgent Care

Supporting a new model of urgent care for Bexley - Online triage tool into a physical Urgent Care space at Bexley's Queen Mary

Fermentation Process/Systems - Quality improvement

Case Study under construction