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CPP
Hackney
JCDecaux
VISA
BBC
Partnerships for Schools
Care UK
Serco
eBay
Balfour Beatty
LGA
Ealing Council
Ofcom
Toyota
AstraZeneca
Norfolk County Council
UKCES
Manchester City Council
Hampshire Fire and Rescue Service
GAP
GKN
Eli Lilly
Staffordshire Plus
EQUATE
Serco was dissatisfied with the delivery of front line services within one of their major divisions. They needed to bring all client ratings of KPI’s to an amber and green status within a maximum of 12 months.
 
  • 2 day communication session with the client and supplier management teams.
  • 10 one day sessions each averaging 50 staff; attendees at each session representative of the entire organisation, front line to executive; outcomes understanding and agreement over the key  client dissatisfactions, root causes behind them, next steps  to addressing them; 140 front line staff and supervisors volunteered to be on project teams.
  • 2 day management team building and strategy session, agreement on quick fix actions and the process for addressing the longer term more complex issues.