Our consultants have worked with a diverse range of private and public sector organisations in the UK and abroad. These include RBS, Barclays, BP, Vodafone, BAE Systems, Nestle, Direct Line Group and the NHS, as well as local authorities across the UK.
Improving Customer Service
Delivering more with less
Supporting structured growth
“The insight Talent ID provided was invaluable. It enabled us to make confident people decisions that benefitted our business and customers. The participants themselves got a huge amount out of the process and they’re still using the insights they gained as part of their development. At an organisational level we now have better visibility of our top talent and who has the potential to progress to more senior leadership roles.”
Jonathan Pilgrim, Managing Director, MCW
Improving Customer Service
One of our long term clients, a service supplier, relies heavily on the capability of its operational managers who ‘embed’ with their customers on-site. Having received some mixed feedback about service levels, they wanted to improve the quality and consistency of these key people.
Through partnering with them we:
- Defined the critical success factors for these roles
- Updated the organisation’s competency framework
- Assessed existing and potential managers to determine who had the required capabilities
- Produced composite reporting that illustrated the collective capabilities of the group
- Provided participants with in-depth insight into their strengths, development priorities, potential and overall fit to role.
As a result our client was able to make confident decisions and place the right people in the right roles with the right customers. This led to increased engagement levels amongst staff and improved customer feedback. Our success measures and potential ratings fed directly into our client’s wider talent management processes, including succession planning.
Delivering more with less
A manufacturing company was facing increased international competition and rising raw material costs. They urgently needed to improve the efficiency of their operations. They were in the process of reviewing operating processes, but also understood the importance of ensuring they had the right people in the right roles.
Working closely with them we:
- Defined the critical operating capabilities they needed to deliver their business strategy
- Designed a new operating model
- Built organisation design options
- Supported implementation, including selecting the right people to fill the structure
- Developed senior leaders through feedback and coaching.
The business was able to meet the stretching efficiency targets it had set itself whilst maintaining production quality, timescales and costs.
Supporting structured growth
A privately owned company was expanding rapidly through organic growth and acquisition. The leadership team were aware that they needed to develop a consistent approach to how they attracted, selected, developed and deployed talent across their business.
Working with the leadership team we:
- Helped them to agree strategic business and people objectives
- Defined a clear and compelling employer brand, including organisational values
- Defined role families and re-wrote role profiles
- Designed leadership and technical competency frameworks
- Designed a talent selection and development programme for different leadership levels.
Our work helped to align the thinking of the leadership team and identify what made the company unique for employees and customers. We provided a clear view of what successful leadership looked like and a consistent way of measuring and developing current and future leaders.