Lead, Empower, Build skills, Deliver the benefits, Industry expertise, Meaning in work

   

 

Are We Different?  You Must Be The Judge.

   

 There are several ways we aim to provide a different approach and a better service:

• Helping your own people transform your business - this engages your internal staff and builds skills in-house
•  Stimulating ideas and accelerating business improvements - we help you through the period of change and leave your business stronger  
•  Designing meaningful roles - so that all staff are able to see how they contribute to the wider team
•  Offering experts in your sector - to provide the vision and change management expertise combined with an understanding of your issues
•  Focusing on delivering the benefits of change - which may mean exploiting a previous change before embarking on a new one

We hope that this combination will make a noticeable difference to the way we work with you.

   

Our Approach

 

At Touchpoint Change we believe that an organisation’s own people can dramatically improve every area of the business.  They should not wait for external events or crises to trigger action but should always be looking for improvements that will fine tune what they do and create a better place to work. 

Ideally each and every person should be continuously involved in the business of change – working to the priorities of the Board and under the direction of management.  They will need a little time set aside to assess team performance, solve problems and design solutions, and also the space to make the occasional mistake as they experiment and test suggested improvements.   Over time they can achieve far more than anyone thought possible.  

Sometimes these improvements can be rapid with big leaps in performance and at other times the changes are smaller or materialise more slowly.  Both approaches have their place in the drive to improve performance, which we help to happen on a continuous and sustained basis.  

 

 

 

Think Systems, Understand Psychology, Manage Variation, Build Knowledge

Unfortunately there is no shortage of organisations that fail to transform, despite much exhortation, time or money being spent on reorganisations, mergers and projects.  Vision, leadership and drive are key but one of the most frequently missing elements is a sound framework within which the tools and techniques of change can be utilised.

 

Firstly it is important to address each of the elements of your organisation in sync (this is Systems Thinking).  In practice, business processes typically weave through many team structures over a period of time before delivering something to the end customer.  It is vital to see the big picture before focusing on what needs to change.  Failing to do so does often result in an improvement, but all too often new problems occur elsewhere and no lasting improvement results.  

 

As an example, a customer service operation may suffer increased costs due to customer complaints.  However, this may occur due to problems in service development, sales, operations, technology, admin, or because of something your suppliers or even competitors did.  The common responses of resourcing up or alternatively squeezing call centre budgets may well not be the right solutions.

 

Secondly it is vital to engage, enthuse and develop your people as they are the  key to service delivery, continuous improvement and customer loyalty.  Thirdly an understanding of Variation will allow you to speed up your processes, improve consistency and raise quality, with techniques such as SPC and Six Sigma showing the way.  Finally a systematic approach to experimentation and learning increases your rate of change and improvement. 

 

Within this framework, we make use of pragmatic methods such as Lean Thinking, Process Re-engineering, Customer Relationship Management (CRM), structured Project Management, Continuous Improvement/Kaizen, Quality Management/TQM, the EFQM Excellence Model, and others.

 

  

You will find our approach and our people stimulating, insightful, straightforward and refreshing.  Ultimately we work closely with you to deliver change with your people rather than to them, and they notice that subtle difference.  After all, they are the ones who will help develop real workable solutions, and then fine-tune them over time - long after the project has ended or any consultants have moved on. 

  

  

  

© Touchpoint Change Consulting Ltd, 2009.