Effective Change Limited

Click on the cell headings for more details of the assignment, including client feedback

Jeff led the renovation programme for the leading provider of mortgages and savings IT applications in the UK, including the migration of development capability off-shore, the roll out plan to 33 banks and building societies and the refocusing of the UK competence to be customer facing.

Business Transformation

The programme management office (PMO) responsible for a change programme at a major UK broadcaster had a poor reputation and was seen to be ineffective. The programme had a budget of GBP188m and a brief to migrate 1,200 staff into a brand new building using high definition technology. Jeff reduced the size of the PMO whilst increasing its effectiveness and efficiency.

Rationalisation of a large service operation

Jeff led the transformation programme in the Service division of telecommunication network services provider. The challenge was to turn the vision identified by the senior management team into an detailed design and initiate the delivery phase. Working closely throughout with the Senior Management group, a small transformation team and selected operational line managers, Jeff planned and implemented the new operational model in 7 months, which delivered over GBP1.5m of benefits.

Contact Centre Change Management

The programme introduced new operating models for the sales, billing and repair contact centres. Jeff supported internal programme managers during the design of the new model and in the subsequent delivery phase managed the introduction of the new sales and billing channels which impacted over 5,000 advisors in 20+ centres. The programmes involved 20 work packages addressing all areas of contact centre operation e.g. skill levels, desktop design and provision, authority levels, grading, measurements and reward systems. Benefits worth over GBP1.95m were delivered.

Consultancy and Troubleshooting

Jeff provided management and support to develop a specification for a central programme office, led a team of engineers in implementing a standard process for Winning New Business and recovered a customer facing infrastructure delivery project from a state of jeopardy during acceptance testing to a stable technical and operational position for roll out.

Effective Change Limited

Business Change Delivered Effectively

Recent Assignment Summary

	IT Provider Application Renovation Jeff led the renovation programme for the leading provider of mortgages and savings IT applications in the UK, including the migration of development capability off-shore, the roll out plan to 33 banks and building societies and the refocusing of the UK competence to be customer facing.
	Business Transformation The programme management office (PMO) responsible for a change programme at a major UK broadcaster had a poor reputation and was seen to be ineffective. The programme had a budget of GBP188m and a brief to migrate 1,200 staff into a brand new building using high definition technology. Jeff reduced the size of the PMO whilst increasing its effectiveness and efficiency.
	Rationalisation of a large service operation Jeff led the transformation programme in the Service division of telecommunication network services provider. The challenge was to turn the vision identified by the senior management team into an detailed design and initiate the delivery phase. Working closely throughout with the Senior Management group, a small transformation team and selected operational line managers, Jeff planned and implemented the new operational model in 7 months, which delivered over GBP1.5m of benefits.
	Contact Centre Change Management The programme introduced new operating models for the sales, billing and repair contact centres. Jeff supported internal programme managers during the design of the new model and in the subsequent delivery phase managed the introduction of the new sales and billing channels which impacted over 5,000 advisors in 20+ centres. The programmes involved 20 work packages addressing all areas of contact centre operation e.g. skill levels, desktop design and provision, authority levels, grading, measurements and reward systems. Benefits worth over GBP1.95m were delivered.
	Consultancy and Troubleshooting Jeff provided management and support to develop a specification for a central programme office, led a team of engineers in implementing a standard process for Winning New Business and recovered a customer facing infrastructure delivery project from a state of jeopardy during acceptance testing to a stable technical and operational position for roll out.