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Touchpoint Change, Team, Directors,
Interim Managers,
Consultants, Associates.
Our Team
Touchpoint
Change has a team of experienced Consultants and Interim
Managers.
We work with you and your people in a way that increases the
knowledge, skill and confidence of the people who work with
you.
This page profiles members of the core management team. We
are always happy to provide some advice and in due course hope that it
develops into the opportunity to work with you.
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Marina
Turner, Director of Local Government & Housing Interim Management
Marina
is an experienced Director and Change Leader, having sat on the Boards
of a range of private and public sector organisations.
Originally an HR Director, she has more recently been a Deputy CEO in
local government and Director of a Resourcing firm. She is
now in Organisational Development and heads up the Touchpoint
Change Public Sector and Interim business. She specialises in:
· Systems thinking for local
government, housing, central government and health
· HR consulting to improve all facets of people and performance management in an organisation
· Search and selection of Interim Managers, Consultants and permanent recruits
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John
Lambie, Head of Consulting and Strategy/ Programme Manager
 John is
an experienced Programme and Project
Director who has worked with Blue Chip companies and top class
consultancies both in the UK and throughout Europe and across many
industrial sectors. Having
spent many years as a senior Big 5’ Consultant, he has wide ranging
experience both in consultancy and interim roles of helping private
companies and public sector organisations to:
·
Define and
implement strategy and business plans
·
Manage projects
and programmes
·
Optimise
supply chain, distribution, warehousing and manufacturing operations
·
Implement
performance management systems
·
Identify
opportunities for cost reduction and performance improvement
Click here
for details of
the Supply
Chain Transformation service.
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Tim Ternent -
Head of Marketing and Marketing Consultant
Tim is our Head of Marketing and a Marketing
Consultant working in both B2B
and B2C marketing - at both a National and European level. He has a
wealth of
experience in strategic marketing planning, cross functional project
management, integrated campaign management, online marketing, branding
and
sales training. Specialist areas include :
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James Crawford,
Director and Organisation Transformation Consultant
James is a
Director of Touchpoint Change and a Consultant specialising in business
transformation and performance improvement. Having served on the boards
of United Utilities ICS, eXstream Networks and Cheshire County Council,
he now heads up Touchpoint Change to help organisations turnaround,
grow, manage complex change and continuously improve. He is a
passionate promoter of organisation transformation and better
management practice. Lean
Service is a particular focus, but he makes use of a range of
approaches to stimulate and deliver change, dependent on the specific
challenges of the organisation:
· The
identification of opportunities and strategy formulation,
· Change
readiness and culture assessment
· Scoping,
planning and designing organisational/process/technology change,
· Managing
delivery programmes and on to benefits management and systematic
continuous improvement.
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Gerry Conboy, Energy Industry Consulting Director
Gerry Conboy is our Energy Consulting Director. A technology services
expert, he provides specialist IT, consultancy and project management
services for companies in the deregulating European energy markets.
Smart metering is a particular area of expertise as the UK’s Ofgem
promotes its domestic metering innovation agenda. His work includes:
· Utility metering strategies and business plans for market entrance,
· Energy
industry information and data management systems,
· Innovative approaches
to exploiting technology - especially domestic and commercial
smart metering using a variety of communication technologies
· Power Line
Communications (also called Broadband over Power Line).
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Other Consultants available to
you include:
Mike Oliver - building on his
experience of the ‘people side of change’ in businesses of all sizes
and types in several countries, Mike
now works as a consultant and trainer in creative thinking, people
change management and facilitation. Mike is passionate about
helping people and teams solve problems and generate new
ideas. One of his favourite quotes is by Linus Pauling: “The
best way to have a good idea is to have lots of ideas”. Look
out for the “Point
C” article in the February 2009 newsletter.
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John Collicutt is an experienced
Programme Director, Risk manager and Organisation Leader.
John helps businesses improve and maintain performance by providing
strategic advice and change management in the areas of risk management,
business continuity, lean processes, leadership development and
large-scale programme management. He is also an Associate
lecturer on business resilience at the national Emergency Planning
College.
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Alan Clark is an experienced
Process Coach, Trainer, Lean Facilitator and Author in the
manufacturing, service and public sectors. His areas of
expertise include Business Transformation, Leadership Development
Programmes, Quality, Organisation Development, Process Mapping, Systems
Thinking, Statistical Process Control (SPC), QFD, Business Coaching and
Facilitation. He has worked with local authorities and the
NHS to streamline and improve housing, benefits, social work,
probation, substance misuse and drug treatment services. He
has worked with multi-agency services to map the client ‘pathways’ and
reduce duplication, delays and wasted effort.
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Alexandra Poxon is a senior
operations and change management professional with extensive
experience, developed within the UK retail financial services
industry. A demonstrable track record of delivering superior
returns through the implementation of operational improvement, business
transformation and strategic change programmes. A qualified
programme manager with an extensive skill set.
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Bill Jones is a friendly, decisive,
client-facing and energetic Programme/Senior Project Manager with
can-do attitude. Diverse experience of managing multiple
projects with up to 60 staff and £2m pa budget, including bids, full
development life cycle, transformation enhancements, and recovering
stalling projects. Delivery focussed, with reputation for
being able to quickly understand the bigger picture, developing
stakeholder relationships, agreeing priorities, creating matrix
environment with delegated responsibilities to focus efforts, supplier
management, and achieving implementation/service improvement goals.
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 Danny Moloney
is an internationally active business coach and experienced business
manager. He holds an MBA in 21st Century Business Management,
and has a special interest is in entrepreneurial development.
He helps organisations strengthen their businesses and aim for greater
success - many would benefit from the opportunity to explore
powerful management methods and start the process of putting them to
use straight away. Danny can introduce the leading business
theories and bring them to life in the practical setting of your
business.
David Allen is a management
consultant specialising in continual improvement and organisational
learning, specifically helping organisations to ‘hear’ their customers
and do something stronger dialogue through appropriate stakeholder
consultation and engagement activities. He recommends
deploying traditional market and social research methods, such as
surveys, customer panels and focus groups, only where these are truly
useful. Part of his work is to develop customer-centred
performance measures and data gathering systems. These
support employees in achieving the organisation’s purpose, illuminate
their inquiries, and lead ongoing improvement efforts. He
focuses on what matters using a ‘systems thinking’ methodology.
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Ed Khan is a contact centre and
customer service professional of 15 years experience, gathered in
solutions development, sales, operational management, outsourcing, bid
management and client development. This experience has been
gained primarily in the Financial Services, Travel, Retail,
Tele-communications and Utilities sectors, with all round experience of
direct marketing and telesales and the associated back office
operations.
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Geoff Major is a senior manager with
over 20 years experience of leading change and innovation across
contact centre sales and service operations. He displays a
passion for and history of customer-centric delivery and a continuous
improvement philosophy, which is both refreshing and challenging for
those involved. He has the courage to challenge, the ability
to manage complex change and a real passion for people. His 4th
strength is apparently that he can do all 3 at the same time.
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 Gordon Hills is a utility
industry professional with a successful career in business
transformation, consultancy and
outsourcing. Significant experience of leading business
operations, in blue-chip utilities, energy and financial services
organisations. He delivers strategic and operational
consultancy and business change management to blue-chip
organisations. A leader of high-profile business
transformation programmes in Customer Services, Financial Services and
Shared Services to enhance the quality and effectiveness of service
delivery
Jo Forker is an experienced change agent, specialising in facilitation and people development, and leading c hange
through continuous process improvement methods. She works to
build cooperation, promote teamwork and develop learning both within
and across businesses. She specialises in the design and
facilitation of workshops and away-days, team development, systems
thinking and strategy development, Customer Service improvement,
training in process improvement tools and techniques and coaching
managers and teams. Jo is also a Team Doctor who can
help new teams to quickly find their feet, bring them together across
organisations or help them address performance or inter-personal issues.
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 Kate Kelly helps
organisations to
improve performance by working on their underlying systems and
processes. Her work centres on action and sustainability –
preferring this to traditional reports (which are often just read and
filed). She is passionate about helping clients to achieve
real, measurable performance improvements that are embedded into the
company ethos and provide demonstrably better outcomes.
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Kathryn
Howarth enjoys working with Marketing departments to stimulate better w ays of
reaching customers. Working closely
with Marketing Directors and their teams she challenges them to create
fresh campaigns and follow them through so that sales improve as a
result. She believes that it is particularly important to
market aggressively through a recession rather than cost-cut through
it.
Customers are often looking around for better value and it is a great
opportunity to pick up new business. She believes
that marketing is a continuous process – rather than a one-hit wonder.
Linn
Phipps has an impressive record of achievement in senior
management positions, having worked in health, the rail transport
industry, local government (at Executive Board level) and consultancy,
and has experience of working with the public, private and
charitable/voluntary sectors. Her coaching skills are a
fundamental strength, motivating others to develop skills and
perception, and to secure individual and team goals and objectives.
Martin Bennett is a process and
performance improvement specialist with extensive experience of leading
large and complex business transformation programmes. Proven
multi-sector experience including Financial Services, Retail, Utilities
and Telco; much of this within the areas of customer process/experience
design and contact centre transformation. He has a pragmatic
approach, highly focused on measured benefits
delivery. Six Sigma certified to Master Black Belt
level.
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Nick Dowse is an innovative and
dynamic project and facilities management professional. Nick
focuses on the planning and delivery of infrastructure and business
relocation projects and the provision of business continuity, risk
management and FM consultancy. He has a proven track record
of successfully managing the design and delivery of projects to time
and budget. An authoritative and persuasive communicator with a natural
ability to establish and develop effective working relationships with
clients, contractors and key stakeholders. A calm and self-motivated
individual, skilled at organising, problem solving and adapting easily
to changing circumstances and business requirements.
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Nick
Taylor is a business leader and director with over 25 years of
experience. He is the Founder and Director of Bodyproject
Ltd, a business that is all about business and social progress achieved
through effective communication. His career spans some 25
years with a background in both the private and public sectors and
experience of leadership, fiduciary board-level direction, governance
& internal control, partnerships and programme
management. Prior to founding Bodyproject he was Director of
Communications at United Utilities PLC delivering communications to a
client base of 7 million and he actively led all direct marketing
activity for the company.
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Pauline Newbury is a highly
experienced Training and Development Consultant with a proven track
record in delivering improvements in the customer service and contact
centre industry. Expertise in project management, recruitment
and the design/delivery of training to meet training and resource
needs. A natural ability to identify talent and motivate
others to fulfil their learning potential.
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Peter McCarthy is a professionally
qualified and commercially aware Senior HR practitioner, who has an
established record of significant contribution to business success
across a wide range of sectors encompassing Retail, Financial Services,
Food, Manufacturing and Logistics. His experience covers all
aspects of HR Policy and Procedure development and implementation,
business and Change Management. Particular strengths include
managing change to meet business goals, creative problem solving,
effective negotiating skills and an ability to communicate effectively
at all levels.
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Phil Harris is an
experienced Chairman, Chief Executive, Programme Director and
Turnaround Specialist. Working now as a Consultant, he
understands well the challenges facing Boards at the current
time. He quickly gets to know his clients’ situation, rapidly
identifies the critical action to take and works with those responsible
to create an action plan and business case. He delivers the CEO 4
A Day service. Phil Smith - a senior retail
professional with a record of sustained achievement in the creation and
development of high performing blue chip businesses in multi-channel
retail and wholesale sectors nationally. A strong strategic
focus is complemented by proven and incisive operational skills linked
to numeracy, literacy and commercial acumen. Innovative, analytical
with well developed leadership and team building capabilities. A
high-energy and robust individual who inspires others through passion,
determination and excellence in attention to detail. International
business and cross-cultural experience in France, Spain, Holland,
Poland.
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Rebecca
Leonhardt is a dedicated customer management professional, with a
strong focus on sales performance, improved delivery, and the change of
culture. With 20 years experience in the contact centre
industry, she is able to instil a sales culture into a service
environment to increase revenues and to measure the tangible results of
sales training. She has an inherent belief in the principles
of customer service and quality.
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Roger
Wythe leads managers and their staff through a positive and energising
process to re-think what they do, how they do it and how they work
together. The process helps them to analyse performance
critically, communicate better and develop a plan for
improvement. It can be a powerful way to start a new year,
especially when times ahead look tough.
Simon Hurst is an experienced customer
service improvement manager and a Chartered Accountant. He
has extensive change management, business planning and change
management experience gained in various sectors. He has a
particular expertise in performance management, profit enhancement and
improving effectiveness within operational areas. He has
enhanced contact centre efficiency and effectiveness in a variety of
SME and blue chip organisations in the UK and overseas.
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Simon Pickford - a Senior Manager
with considerable organisation transformation and  turnaround
experience within
the private and public sectors. He is successful at managing
complex projects and high performing teams in challenging
environments. Recent experience has been in the public sector
taking private sector best practice and using innovative ways of
reducing costs and delivering customer service. He identifies
opportunities for improvement, sells these to Executives as practical
and achievable plans and then delivers on time.
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Stephen Justice is a Chartered
Management Accountant from a background in financial and  general management with Blue
Chip companies, Stephen has 20 years experience of strategic and
financial management consultancy, change and performance management,
process improvement and interim management for a broad range of UK and
international clients in both the private and public sector focussed on
benefits realisation. He specialises in strategy, business
cases, investment appraisal, activity based costing, managing change,
performance management and process mapping/optimisation.
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Steve Allington is an experienced
and accomplished contact centre professional, with a 15-year background
in international project management, interim management and
consultancy. His experience spans the whole customer service
lifecycle from strategy, design, customer experience, set-up,
recruitment, technology, outsourcing and troubleshooting. A
qualified PRINCE 2 Practitioner with a demonstrable track record across
a range of sectors including financial services, telecommunications,
technology, utilities, retail, hospitality, FMCG and outsourced
customer service operations.
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Steve
Forkin has a huge wealth of experience and benchmark data relating to
providers, functionality, network services, number costs, tariffs and
equipment. He is a Director of Creative Telecoms and his clients across
the UK have saved hundreds of thousands of pounds by following his
advice.
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These
are just some of the 400+ Consultants, Interim Managers and Business Coaches we have available to work with you.
We
have a wider team of people across the UK so will be able to make the
right knowledge and expertise available to you, whatever you
need. As more of
them are profiled in our Newsletters, they will be added to this page.
To
explore our capabilities further or to arrange a free initial
discussion please contact us by phone on 0845 130 1357, or by email at Info@TouchpointChange.co.uk.
©
Touchpoint Change Consulting Ltd, 2009.
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