Major utility company

The context

Multi facetted change initiatives are affecting a client-facing department, requiring implementation in an ambitious time frame. Some of these changes are being created internally to the department, others are company-wide, but ultimately all are driven by the need to deliver customer satisfaction and to grow market share.

The need

To help the change manager and his team draw all the initiatives together into a coherent strategy with detailed plans, timescales and measurement processes.

The solution

A combination of interventions were required including:

• individual and team coaching
• action based learning
• consultancy advice
• telephone support

The outcome

A transition plan incorporating all the changes and elements with priorities, interdependencies and measures mapped onto one high level document. This is supported by several other levels of detailed planning including a robust Prince 2 project management plan.

The underlying approach was of transference of knowledge and skills to the manager and his team. The department and the manager now have the capability and experience to lead the changes in the department with the confidence gained from having a detailed but flexible change plan.