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Undergoing a business transformation? As qualified practitioners in Change Management we cover the full spectrum from organisational design to process and culture change, and what’s more we make sure the change is embedded.


What is Business Change and Change Management? To answer this we first must look at the rationale for change. In recent times the pace of change in the business environment is continuously becoming more rapid driven by a variety of factors like the constant innovation of technology, dramatic changes to the economic environment, evolving regulation, and increasing global competition. These all result in a shift to consumer behaviour and demand as well as a shift in resource usage and production processes, changes which organisations cannot control. The more effectively an organisation adapts the more likely it will survive and even grow. The faster and more effectively a company adapts to the changes gives it a competitive advantage and therefore make it more likely to survive and even thrive, whereas companies that refuse or significantly delay to change get left behind and even disappear, as with some of our famous High Street names like Woolworth’s and HMV.

Business Change then is the adaptation an organisation goes through as a response to these drivers for change. It says nothing about how effectively the change is being delivered nor whether the change is what will ultimately make the company succeed. Change Management is the structured methodology for dealing with business change and has three parts to it, that of proactively managing (1) Individual Change
(2) Team Change (3) Organisational Change. Change Management therefore is necessary if an organisation is to adapt to and control and effect the target changes successfully.

Our Approach

As change has to do with the way things work in an organisation and how these impact the product or service and the resulting customer experience, change can only be effective where the change has been defined in terms of all aspects of the organisation, from its Mission and values to its processes and structures. This is why we have created the Change Management Framework©, a template for an organisation to define what the future should look like. Once the change has been defined then we use standard change techniques and communication together with Programme Management to make sure the change is delivered successfully.

The Change Management Framework© has four components:

  1. Brand & Mission: Ensure the brand & mission are up to date and specific enough to drive the required changes
  2. Values & Behaviours: Clarify the values & behaviours needed to bring the Brand and the Mission to life.
  3. Ways of Working: Define ways of working in terms of:
    a. Staff, Organisation Structure, Skills
    b. Processes, Policies
    c. Facilities, Fittings
    d. IT systems, Data
  4. Customer Experience: Define the target Customer Experience and outcome resulting from all the above.


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