sectors

Thanks to our multi-skilled, highly diverse team, we have experience in all the business sectors. Thanks to referrals and repeat business from satisfied clients, we have a particularly strong track record in retail, utilities, retail financial services and aviation.

retail & consumer

water utilities

retail financial services

aviation

healthcare

retail & consumer

If you’re looking for an edge in the rapidly changing economic, political, digital and consumer environment, we can help.

what we bring to the party

We know how to make change happen. Whether you’re a heritage or a challenger brand, we’ll work with you to redefine your strategy and plan how best to achieve it. We will make sure you have an operating model fit enough for today and tomorrow. And whether you have 200 or 200,000 employees, we’ll help you align everyone in your organisation so that each person is delivering value to your customers.

the questions our retail and consumer-facing clients most often ask

  • How can we encourage internal collaboration over competition?
  • How can we turn great product ideas into revenue, with the support of every function in our organisation?
  • How can we help our store staff keep up with new innovations?
  • How can we manage the basics while anticipating and responding to exciting new technology?
  • How can we compete in a world dominated by Amazon?
  • How can we change our culture to be more responsive to changing consumer needs?

what we do – in more detail

strategy execution

We’ll work with you to make sure your strategy is fit for purpose, then help you bring that strategy to life by anchoring it in the everyday decisions your people make – creating a clear line of sight between the strategy and your customers’ experience.

We help you to look at the whole organisation, aligning KPIs to foster collaboration rather than internal competition. We may also look at the data flow to make sure you’re capturing insight from where it matters, and making decisions that drive action.

operating model and organisation design

Often, organisations outgrow their structure; their business and their ideas move faster than they do. This creates blockages and structures that slow everything down.

We can help you create the right operating model and organisation design. Dovetailing these two things is crucial to delivering an experience that’s rewarding for your customers and your staff, and in turn builds revenue and profit.

performance improvement

We will work with your teams to identify how best to increase efficiency, effectiveness and capacity. We’ll help you to create end-to-end processes in which KPIs, accountabilities and decision rights are clear – with the baton passed seamlessly down the line rather than chucked into the grass for the next team to find.

We’ll help you work better at every level, giving everyone from the Board to the frontline a voice, and equipping them to find and fix broken links in the chain themselves. Everyone in your organisation will know what they need to do and how to do it.

leadership and culture

We are often asked how to change a culture. The answer is to start with the behavioural climate, because this shapes the way decisions are made and actions taken. The climate is set by leaders; leaders at every level. Change the climate and your culture will start to change.

To make this kind of shift, you need to be brave. You need to work out how you want your climate to move and consequently what leadership approach to take. You need to demonstrate courage, curiosity and care. When you do this, people will actively follow your lead, motivated to be the best they can be.

to find out more…

If you’re based in the US, get in touch with Andy Morris. If you’re in the UK, Europe or Australasia, contact Natalie Gordon.

Check out these case studies:
releasing the passion - changing everything in pharmacy retail
from being smart to winning hearts - helping a tech-driven business to make customers the engine of success
from tell-do to can-do - delivering a business transformation programme across 8,300 stores
back to the future: for real - using the world of tomorrow to make a difference today in retail
navigating the road ahead - creating a programme management office to lead a business-wide transformation

case studies

releasing the passion

changing everything in pharmacy retail

from being smart to winning hearts

helping a tech-driven business to make customers the engine of success

from tell-do to can-do

delivering a business transformation programme across 8,300 stores

back to the future: for real

using the world of tomorrow to make a difference today in retail

navigating the road ahead

creating a programme management office to lead a business-wide transformation

water utilities

We can help you to design and develop an efficient, operationally excellent, customer-focused organisation.

what we bring to the party

We have helped leading water companies to stay at the top of league tables. We’ve supported struggling organisations to turn around operational performance. We have worked across all functions, at all levels, on everything from strategy definition and operating model design to driving performance improvement with frontline teams.

We can help you build resilience through lean, continuously improving operations. We can help you think differently in order to innovate. We can help you to grow change capability to manage the shifting, growing demands from regulators, shareholders and customers.

the questions our water clients most often ask

  • How can we change our organisation to meet the challenge and seize the opportunities from market deregulation?
  • How can we effectively innovate to set ourselves apart as an industry leader?
  • How can we efficiently manage and motivate our mobile workforces across complex networks?
  • How can we think smarter in order to consistently deliver industry-leading customer service?
  • How can we make sure managers are reviewing the right performance measures, with the right teams at the right time to drive performance?

How we can help – in more detail

strategy execution

Together, we will review whether your strategy sets out a clear road map to achieving your vision. We’ll help you bring your strategy to life by anchoring it in the everyday decisions your people make – creating a clear line of sight between the strategy articulated in the Board Room and the customer experience delivered by your frontline teams.

We will help you to look at the whole organisation so that KPIs and initiatives are aligned and foster internal collaboration rather than competition. We’ll look at the information flow and governance to make sure you’re drawing insight where it matters, and making decisions that drive action.

operating model and organisation design

The winds of change blowing through the utility industry are coming from many different quarters, be it assertive regulators, Brexit uncertainty, an ageing workforce or new technological opportunities. Although strategies can be updated regularly to reflect these new realities, leaders wrestling with operating legacy assets often struggle to absorb the change in a coordinated way.

We can help create the right operating model and organisation design that will align operations and teams to effectively deliver the strategy. We’ll help you build a clear and rich ‘big picture’ description of how the organisation will work and what needs to be changed, translating strategy into operating designs and choices. This helps to make sure all managers and suppliers/partners are pulling in the same direction, unlocking efficiencies and enthusiasm for change.

performance improvement

We will work with your teams using a unique combination of analytical lean and psychology-based behavioural change techniques to identify how best to increase efficiency, effectiveness and consistency.

We’ll help you create end-to-end processes in which work and information flows, KPIs and decision rights are clear, and the baton is passed seamlessly from department to department rather than chucked into the grass for the next team to find.

Above all, we’ll build the capability and capacity to continuously improve, giving your managers and teams the skills to find and fix the broken links themselves. Everyone in your organisation will know what they need to do and how to do it.

leadership and culture

We are often asked how to change a culture. The answer is to start with the behavioural climate, because this shapes the way decisions are made and actions taken. The climate is set by leaders; leaders at every level. Change the climate and your culture will start to change.

To make this kind of shift, you need to be brave. You need to work out how you want your climate to move and consequently what leadership approach to take. You need to demonstrate courage, curiosity and care. When you do this, people will actively follow your lead, motivated to be the best they can be.

to find out more…

Get in touch with Alex Graham

Check out these case studies:
from strength to strength - turning a good performance into performance improvement in water utilities
thinking like water - transforming capability, morale and performance in water utilities
digging deeper - increasing productivity and reducing costs in above ground maintenance
co-creating the cornerstone of transformation - enterprise operating model & organisation design for a major UK utility
fixing the business, freeing the spirit - process improvement and cultural transformation for a leading water utility
in full flow - driving productivity through improved performance in network services

case studies

from strength to strength

turning a good performance into performance improvement in water utilities

restoring flow

improving collaboration, team work and process efficiency to reduce costs

digging deeper

increasing productivity and reducing costs in above ground maintenance

co-creating the cornerstone of transformation

enterprise operating model & organisation design for a major UK utility

fixing the business, freeing the spirit

process improvement and cultural transformation for a leading water utility

in full flow

driving productivity through improved performance in network services

retail financial services

We can help you put customers at the heart of what you do, engaging your people and accelerating efficiency.

what we bring to the party

We know what it takes to design and deliver a seamless customer experience. Our retail heritage, depth of business transformation experience and broad financial services experience help us to help you achieve your vision.

We work with leading retail financial services organisations to solve the most critical of issues. We tailor our approach to your specific needs, helping you create focus and manage the many demands of customers, regulators and shareholders, moving quicker that you thought possible.

the questions our retail financial clients most often ask

What do I need to do to respond to the changing needs and expectations of my customers?

  • How do I create more personalised digital services?
  • How do I design genuinely end-to-end customer experiences?
  • How should I simplify my organisation?
  • How do I leverage leading edge operations and IT to improve the end-to-end customer journey?
  • What skills and capabilities will I need in my future organisation?

how we can help – in more detail

strategy execution

We can help make your strategy fit for tomorrow as well as today, supporting you to join the dots between where you are now and where you’re aiming for. We can also help bring your strategy to life by anchoring it in the everyday decisions your people make.

We’ll help you to break down the silos in your organisation so that performance measures encourage collaboration towards a common goal – equipping people at every level with the skills and confidence they need to make the right decisions.

operating model and organisation design

Customers, technology, regulation and shareholders are all forcing the pace of change. It’s often hard for organisations to anticipate and absorb the changes in a responsive, co-ordinated and sustainable way.

We can help create the right operating model and organisation design that will dovetail to deliver a better customer experience. In other words, we’ll support you in creating an integrated, high-performing, customer-focused organisation.

performance improvement

We will work with teams across your organisation to identify how best to increase efficiency, effectiveness and consistency, helping you reduce the cost/income ratio and make everything better for your customers and colleagues.

We’ll help you manage all stakeholder needs from the customer to the regulator, finding and fixing broken links in the chain, and creating clear end-to-end processes in which everyone knows what they need to do.

leadership and culture

We are often asked how to change a culture. The answer is to start with the behavioural climate, because this shapes the way decisions are made and actions taken. The climate is set by leaders; leaders at every level. Change the climate and your culture will start to change.

To make this kind of shift, you need to be brave. You need to work out how you want your climate to move and consequently what leadership approach to take. You need to demonstrate courage, curiosity and care. When you do this, people will actively follow your lead, motivated to be the best they can be.

to find out more…

Get in touch with Sean Connolly

Check out these case studies:
connecting with customers - from sales focus to customer focus in retail banking
rediscovering purpose - helping a bank to redefine the role of branches within their multichannel offer
more than the sum of the parts - equipping a global bank’s IT leadership team with the cohesion and capability to lead through change

case studies

connecting with customers

from sales focus to customer focus in retail banking

rediscovering purpose

helping a bank to redefine the role of branches within their multichannel offer

more than the sum of the parts

equipping a global bank’s IT leadership team with the cohesion and capability to lead through change

aviation

Whether you’re running an airline or an airport, we can help you enhance passenger experience, grow capacity and increase revenues.

what we bring to the party

Whether you’re looking for a short, sharp assessment of a thorny issue or a complete transformation programme, we can help.

We work with leading airport operators and airlines across the globe, helping to solve the most critical of issues. We bring deep industry expertise, a pragmatic, tailored approach and a lot of experience in making change happen fast.

the questions our aviation clients most often ask

  • How can we prepare for the unexpected?
  • How can we increase security without compromising the passenger experience?
  • How can we collaborate better with partners to achieve our goals?
  • How can we work with regulators to create a safe and profitable customer experience?
  • How can we increase revenue above passenger volume growth?
  • What is the best way to increase capacity?
  • How can we increase non-aeronautical revenue per passenger?

how we can help – in more detail

strategy execution

We’ll help bring your strategy to life by anchoring it in the everyday decisions your people make – creating a clear line of sight between the strategy and what happens both on the ground and in the air.

Realising your strategy may entail influencing third parties and your own people. As well as using data to connect the dots, this means learning how to use it to create insight into what matters.

operating model and organisation design

Every passenger journey is influenced by multiple organisations. No single body owns the passenger experience, a flight’s punctuality, or security.

We can help create the right operating model and organisation design that will dovetail to deliver a better end-to-end experience and generate revenue above typical volume growth.

performance improvement

Delivering operating practices means both standardising processes and adapting resources. We can help assess whether you can increase capacity through capital investment in infrastructure and technology growth, or whether developing leaner processes and capabilities in your teams will give you the best bang for your buck.

We’ll help you to manage all stakeholder needs from the regulator to the consumer, finding and fixing broken links in the chain, and creating end-to-end processes in which everyone in your organisation and partner organisations knows what they need to do.

leadership and culture

Airport and airline operations are about doing the same thing every day – except doing it better than the day before. For example, every aircraft turnaround involves the same processes and skills that can be fine-tuned.

This is not only about process change. Aviation is a people-intensive business. We can help you drive incremental improvement by looking at ways both to motivate and learn from your teams and suppliers.

to find out more…

Virtually all our projects are either commercially or security sensitive, but we can share these summary case studies with you:
an unprecedented transformation - transforming security performance in an airport group
a new departure - reaping the rewards of cutting edge airport technology
flying higher - helping an airport to redesign and launch a VIP product

To discuss how we might be able help you, get in touch with Tom Hardiman or Nigel Wicking

case studies

an unprecedented transformation

transforming security performance in an airport group

a new departure

reaping the rewards of cutting edge airport technology

flying higher

helping an airport to redesign and launch a VIP product

healthcare

In an industry which begins and ends with people, it’s particularly important to adapt fast and continuously evolve. With an exceptionally broad and deep experience of co-creating transformations in various healthcare providers and organisations, we can help.

what we bring to the party

You know better than anyone that the biggest challenge in healthcare is driving profit while maintaining quality patient care. Our approach to making this happen is different, because it brings the focus back to the two constants in your business: your patients and your people.

With this people-centred focus, we work with you to co-create the best end-to-end patient and member experience, connecting people, teams and initiatives up and across the organisation. We can help you integrate new technologies and systems, navigate the complex networks of regulation, compliance and industry partnerships, and put in place the most effective tools to drive and sustain performance.

In short, we can make you and your teams not only change-ready but also changeable – equipped to keep on innovating and evolving long after we’ve left the building.

the questions our healthcare clients most often ask

  • How can we get our teams focused not only on our patients of today but also our patients of tomorrow?
  • How do we engage with and keep hold of our best people?
  • Which metrics should we use to drive engagement in our teams?
  • How do we focus on value-adding activities to drive margin?
  • How can we improve member and patient experience?
  • How do we identify and remove constraints in our operating model?
  • How can we improve operational processes to offset the pressure from higher medical and drug costs, as well as competitive and market forces?
  • How do we connect all the various elements of our business to drive real and lasting change?
  • How do we keep pace with constant change in the healthcare industry?
  • How can we successfully integrate a new acquisition or make the most of a new partnership?

how we can help – in more detail

strategy execution

Navigating the complex web of the healthcare industry isn’t easy. Without a sound strategy, it can feel downright impossible. We can help breathe new life into your organisation by setting new goals and objectives creating an integrated healthcare experience across your entire organisation. We do this by helping you identify any challenges and constraints in your strategy that may be holding you back, then collaborating with your teams to develop a plan of action and making sure it’s flexible and self-sustaining.

operating model and organisation design

Having adaptable, self-sustaining teams in place is crucial to meeting the ever changing needs of patients. We can help you define roles and establish a governance structure in which it’s clear who makes decisions and when, ultimately building a friction-free organisation so that you can put the focus back onto your most important consideration: your patients.

performance improvement

Consistency, efficiency, and quality-driven working practices add up to excellent patient care and healthy, productive relationships among your people. We work with you to unify your teams, making sure everyone is aligned in delivering the best possible patient experience: a seamless, consistent journey across all channels. Simultaneously establishing regulatory clarity and a ‘freedom within the framework’ mentality will enable your teams to start thinking for themselves, enhancing both patient focus and people development.

leadership and culture

With both the climate and the culture of the healthcare industry in a constant state of flux, developing brave and authentic leaders to steer the business through the choppy seas of change is vital. We can help you unleash the potential leaders in every part of the business, especially those interacting most closely with patients, bringing out and validating their ability to innovate.

to find out more…

Get in touch with Andy Morris or Carter Koen

Check out these case studies:
releasing the passion - changing everything in pharmacy retail
back to the future: for real - using the world of tomorrow to make a difference today in retail
holistic treatment - co-creating an effective category management model with a Swiss pharmacy
from tell-do to can-do - delivering a business transformation programme across 8,300 stores
making the right connections - reclaiming market share by joining the dots between company and customers
finding focus - defining, delivering and reviewing strategic priorities in pharmacy retail

case studies

releasing the passion

changing everything in pharmacy retail

back to the future: for real

using the world of tomorrow to make a difference today in retail

holistic treatment

co-creating an effective category management model with a Swiss pharmacy

from tell-do to can-do

delivering a business transformation programme across 8,300 stores

making the right connections

reclaiming market share by joining the dots between company and customers

finding focus

defining, delivering and reviewing strategic priorities in pharmacy retail