We are an international consulting group that helps public and private sector front-of-house team members, as easily as head office directors, use - and benefit from - proven competency based key account, strategic market research and customer relationship and personal development ‘tools & techniques’.
To that end we have completed over 50 varied, and highly successful, development assignments within 30 countries for Multinationals, National and Local Governments, Defence Agencies, Educational Bodies and SME’s. Our experience includes:
A study of the four key employment skill sectors in Essex that led to the creation and adoption of a series of engagement plans designed to give strategic direction to the operation of a UK Government training and development agency and four associated colleges of Further Education.- Investigating the business case for using UK Government funds to purchase training simulators, across the Construction, Logistics and Shipping industries as part of a regional regeneration plan.
- Leading a team of specialists and consultants to provide skills coaching, analysis and account management in support of an extensive programme of business-to-business discovery interviews conducted by the clients own European Sales force.
- Facilitating high level reporting and then action -planning workshops that led to the achievement of strategic and operational improvement tasks. Currently extending this work into other European locations of this, the world’s largest food ingredient manufacturer.
- Providing marketing lectures in China, hosting delegation visits to the UK and coordinating joint-venture discussions with a range of UK industrial organisations.
- Conducting in the third city of China, an intensive programme of interviews and investigations in order to identify the strategic training and development needs of seven key industries within the scope of a World Bank Development Loan project.
- Designing and facilitating the delivery of a 12-part programme of Team Leader training and development to thirty participants. Also creating and delivering a supporting programme of Management Development to the twenty-person executive and line management team of this international adhesives factory. Both programmes led to improved working processes and reduced staff turnover.
- Designing, developing and delivering to the 300 person senior management team of Portugal’s largest shipyard a range of tools and techniques that achieved culture change improvement and ISO 9002 certification.
- Also creating and leading a skills transfer programme enabling University of Lisbon tutors to take those improvement processes and cascade them throughout the shipyard, thus bringing about significant productivity improvements and changes to working practices.
- Co-designing, and jointly project managing, the introduction of a global customer relationship process as a key tool for organisational and culture change. This work involved the highest-level contact within the UK’s largest aerospace company as well as with the UK MoD defence and commercial customer base and led to the achievement of significant business and operational improvement.
- Jointly project facilitating the use of a ‘Customer Satisfaction Process’ using face‑to‑face interviews and postal questionnaires amongst seven agencies within the UK Governments Department of Social Security. The results enabled the related ‘culture change’ programme to be very customer-focussed. This work also supported a Cabinet Office ‘Business Excellence’ commendation to the department’s process improvement co‑ordinators.