CLIENT: Large retail business

BACKGROUND: A large retail business had over successive years constantly declining employee engagement results, which was also creating a poor internal culture. This in turn was leading to poor business performance.

SOLUTION: The strategy utilised ensured the ability to understand the multiple organisational drivers that were causing the problem. This enabled a new organisational culture to be established which supported elimination of many of the root causes and established a strong foundation for the business to build upon.

SUCCESSFUL DELIVERY: Within 12 months the trends on all key indicators had changed, and the business and employee performance had totally changed. The business went from the lowest performer to one of their top performers across all key measures.

Client, retail business, Sydney

CLIENT: Australian Government

BACKGROUND: A government organisation had introduced a new business model, as a start-up and proof of concept, that was built on a premise of being able to scale with new integrated services and transactions quickly.

SOLUTION: The strategy utilised ensured the ability to understand the multiple organisational drivers that needed to be managed to integrate services into a new business model and then operationalise the services quickly and effectively.

SUCCESSFUL DELIVERY: The approach was utilised as a ‘blueprint’ enabling the organisation to rapidly integrate ongoing business and continue to scale to meet their overall vision and objectives. It continues to grow and scale today.

Client, government organisation, Australia

CLIENT: Large corporate organisation

BACKGROUND: Two large corporate organisations had merged and required a strategy and plan to deliver the integration. The initial plan was not delivering with problems becoming apparent. This required a new way of thinking to ensure integration could be managed quickly and in line with market expectations. The plan also needed to ensure all regulatory requirements were met and managed throughout.

SOLUTION: A major driver for the market and Board was ensuring public expectations were met which included delivery within time and budget and benefits realised. Due to the initial problems with the planning and delivery this had created a reduced timeframe in which to deliver in. A new approach and strategy was designed and implemented.

SUCCESSFUL DELIVERY: The strategy and design ensured a successful integration delivered to the market, on time, within budget, and with benefits realised.

Client, corporate organisation, Australia

CLIENT: Corporate bank

BACKGROUND: A large corporate bank was suffering from deteriorating business results which included declining market share, reducing revenue, increasing costs and high turnover.

SOLUTION: The strategy utilised ensured the ability to understand the multiple organisational drivers that were causing the problem. This enabled a new organisational operating model to be put in place to eliminate the problems and create a sustainable solution.

SUCCESSFUL DELIVERY: Within 6 months the trends on all key indicators had changed, and the performance was so strong that the model became ‘best practice’ and was deployed globally across the business.

Client, corporate bank, Australia

CLIENT: Banking organisation

BACKGROUND: A major banking organisation had constant frustrations and problems with a core service offering for their customers. The customer experience was fraught with problems including high error rates, long time delays, inaccurate and incomplete documentation. This poor customer experience was also mirrored for the employees who had to manage the end to end component of the service.

SOLUTION: The strategy utilised ensured the ability to understand the multiple organisational processes and drivers that were causing the complexity and quality issues for both the customers and the employees. Innovative design enabled a totally new approach to be developed and delivered to transform the service and offering for customers.

SUCCESSFUL DELIVERY: The approach was utilised as a ‘blueprint’ enabling the organisation to rapidly transform other business models using the same principle. Not only did Customer satisfaction increase markedly, but the change was so transformational that it created a new benchmark in the marketplace.

Client, banking business, Australia