Innovation House, Davidson Road, Lichfield, WS14 9DZ
+44 (0)1543 331203
a few words about us
We have a range of experience from both product and service led businesses, that gives us an objectivity that reveals more of the causal issues and we work with organisations to focus activity on resolving causal issues, rather than optimising systems that deal with the symptoms
As a key example of our work, we were asked to look at an award winning customer service centre in the UK, that had been gradually improving and the brief was to understand what made it special and formulate a plan to replicate the success in another 14 call centres. We reported that the call centre was resolving customer queries on poorly managed products and with the addition of 5 FTE in product design, the 180 people in the call centre could be re-tasked with far more useful work.
The management team were individually motivated, but the connection of the internal value chain was fractured and they had become so expert in dealing with other department's issues, the obvious solution of building better products was less obvious. When everything is grey, you are too close to the elephant.
meet our team
Over 30 years experience in senior roles in both manufacturing and services businesses. Expert in executive alignment.
Vicki heads of operations, working in service businesses in the UK. She has worked with the team for 7 years.
Sash is a qualified accountant and operations guru. He is an expert in building and delivering the dashboard and structure.