Touchpoint Change, Managing Change,
Skills Transfer,
Systems Thinking, Open Minded, Compassionate.
About Us
Who
are we? Touchpoint Change Consulting was
formed in 2008 by the merger of Touchpoint Management, the contact
centre performance improvement specialist, with Change! which
specialised in enterprise-wide
change management.
In
our respective pasts we have run projects ranging from a few days of
training to £100m programmes of change, both nationally and
internationally. Both organisations have designed and set-up
new departments, initiated and run major change programmes and offered
training, consultancy and interim management for their
clients.
We
will work hard to ensure that our solutions deliver what is most
important to you, ensuring that benefits are seen early in the process
and that project costs are quickly recouped. We do this
across the UK and across
most industries.
We
have worked closely with the Boards of organisations in many sectors
ranging from turnovers of under £1m to over £1bn.
Organisations in many sectors that were undergoing periods of chagne
for many reasons. See the Sectors & Clients page for
some examples of organisations we have helped and our team page for an outline
profile of some of our people.
Why
the name? The word Touchpoint describes the place
where customers come in to contact with an organisation and experience
how well it meets their needs. It also refers to the
interface between any departments, teams or individuals. The
systems thinking view of the world recognises that we all work in a
closely-knit network of people, processes and technology and that it is
vital to consider all of these touchpoints when trying to make
improvements. This is one of our starting points – keeping
change simple but taking this complexity into account.
The
second part of our name, Change, reflects what we help our
clients to do. The word can evoke different
reactions from different people. That is hardly surprising as
so many of us have been on the wrong end of well intentioned projects
that we could see were unlikely to achieve what they aspired
to.
At least half of all change projects or reorganisations are destined to
be reworked within a couple of years. In fact the research of
the last 20 years consistently says that over 70% of business projects
have not delivered the benefits they promised. There are
well-established ways of reversing this statistic, but there will
always be a range of reactions during the process as one person’s
breath of fresh air is another’s cold wind.
As
well as good leadership and effective methods, we believe that there
are two other pre-requisites for managing successful change.
They
are open
mindedness and a willingness to listen to others' points of view -
staff, customers, regulators, stakeholders, even competitors.
We
hope that Touchpoint Change will help you to keep thinking, keep
experimenting, keep learning and keep improving – working with your
colleagues, customers, suppliers and local communities to bring you
more success and make life a little better for everyone.
© Touchpoint Change Consulting
Ltd, 2009.
