Consulting Services

 

Our core services cover four key areas for clients:

Global Service Models

Implementing a Service Model in on location is difficult enough but when doing it across cultures - Chinese, Japanese, Indian, Malaysian, Australian, Brazilian, Western Europe, American and Canadian.

We have designed, implemented and run Global Service Management models with teams of over 100 staff in different strategic locations across the world. We baselined the starting effectiveness of the services, transformed the team through new processes, job descriptions and tools and then measured the effectiveness of the transformation.

No only did we transform the service model we also took a hard look at WHY customers were contacting the service desk and created tools to help the users service their own needs. In this way we reduced the number of contacts the service desks have to handle.

·         Baseline the starting point - Maturity Model;

·         Develop a Transition Strategy, Target Operating Model and Tools

·          Transform the organisation;

·          Measure the end point - Maturity Model

 See Case Study X for examples of where we have implemented Global Service Management Models

Change Management

Managing Change in large complex organisations is very difficult and fraught with pitfalls. 

Our expertise is in managing change and programmes across continents and cultures in virtual teams and working with the strengths of local staff to deliver change faster.

See Case Study X for examples of where we have run Change Programmes across continents, time zones and cultutres.

 

Sanctions & Compliance

 

The fight against terror and terrorism is never ending and continuously changing. The sanctions and compliance rules for banks get tougher and falling foul of them leads to greater penalties. Our services provide banks and other organisations with thorough reviews and of the measures and solutions to improve their levels of compliance.

We worked with one of the largest UK banks to implement solutions that check their customers and their transactions for information that may indicate non compliant activity.

See Case Study X for an example of what we did.   

Training and Mentoring

 

We provide training to help you get the best out of your staff.  We currently have the three courses on offer.

  1.  ‘Working in and Running Remote Virtual Teams’ 1 Day - This course is designed to help people understand and overcome the problems of working in remote virtual teams.  Attendees will be more productive and recognise and fix problems earlier plus benefit from our mistakes.

  2.  ‘Making the transition from technician to manager’  1 Day - This course is designed to help make the leap from brilliant technician to a leader of tomorrow.  Attendees will be more prepared for the move and stand a far better chance of becoming a successful leader plus benefit from our mistakes.

  3. ‘ Developing a Remote Service Culture’ 1 Day - This course is designed to help staff understand and overcome the problems of working with remote clients.  Attendees will be more productive and recognise and fix problems earlier.

The courses can be onsite or offsite, and can also be run at weekends by arrangement.