Services

We’ve all seen the effect of organisational change that fails to deliver, so many new projects neglect the human element. In order to benefit from change, whether it be new ideas, processes or systems, change has to be well planned. Key to successful delivery is taking into account, and planning for the effect of change on people’s lives.

Many initiatives designed to improve the customer experience fail to deliver because businesses don’t invest enough time or energy in understanding the experience from the customer’s shoes. Likewise, we have seen many examples of customer service programmes designed by ‘experts’, rather than real people who do real jobs, and who deliver your products and services to customers every day.

It’s easy to believe that a bunch of clever people should be able to work well as a team isn’t it. So much relies on having effective teams in place, from Boards to customer-facing staff. Research shows that the most successful teams take time to plan how to achieve their goals, and work to understand the roles that each individual plays in delivery.

We know from experience that a ‘one size fit’s all’ approach is not always appropriate or effective for developing people at the most senior levels of business

So many organisations invest time and energy in strategic planning, yet fail to plan strategy implementation. This is where leadership comes in.

Often described as ‘the way we do things around here’, organisational culture is informed by the everyday habits and rituals we go through, and even the stories we tell ourselves and others about the business we work in