Consulting

We offer a no-nonsense approach to addressing business’ most vexing problems – from managing commercial arrangements to building commitment to improvements in service delivery. We help you evaluate and implement techniques that let you monitor and manage your business the way you need to so that you can improve your business the way you want to.

Business Improvement

We help you better understand and manage the performance of your business against your required business outcomes and identify appropriate strategies that will enable you to close the performance gap.

We work with you to:

• Determine an appropriate performance benchmark for your business

• Develop the appropriate metrics required to measure performance

• Develop the systems and processes required to capture performance

• Review and benchmark your current business performance and analyse trends

• Quantify the gap between your current business performance and your desired performance

• Identify a range of initiatives that you can undertake to rectify gaps in performance and facilitate sustainable improvement

Service Delivery

We offer a unique and practical approach that enables you to generate sustainable improvements in service delivery. We work with you to apply our generic model to capture and evaluate the customer’s experience of using your products and services, and to establish your own unique customer service delivery capability that will consistently deliver the desired customer outcome.

The fundamental principle of our model is the establishment of a company-wide culture based on understanding the concepts of customer service delivery and commitment at all levels of the company to deliver the service promised.

Commercial Management

We work with you to strengthen your commercial management strategies, focusing on your requirements and priorities in commercial issues such as:

• Identifying appropriate areas for outsourcing

• Governance of outsourced projects

• Establishing appropriate commercial arrangements for continuity of service delivery

• Aligning commercial arrangements with internal service commitments

• Measuring vendor performance

• Managing vendor relationships

Additional Services...

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