Consultancy Case Studies
| Top UK Ltd | Banknote Bodyguard | CallNorthWest |
| North West Contact Centre Project | Common Purpose | Call2contact |
| Blue Orchid Management Consultants |
TOP UK LTD
Top UK is a specialist recruitment company, established for over 3 years and based in the North West . They serve a number of industries throughout the country and are expanding their markets and developing their business proposition.
Discussions originally commenced around the placement of labour into the Contact Centre industry, however, the relationship developed and further support has been given around business development. JMMP has been instrumental in:
- Reviewing the business sales strategy and determining targets for specific areas to bring a 30% increase in turnover for the coming financial year
- Re-aligning process accountability to drive focus in key business functions
- Aligning the organisational structure and identifying operational gaps
- Building job descriptions and person specifications with support in the recruitment process
- Developing communication strategies to enhance staff relationships and business excellence
Managing Director, Paul Landrum says:
"Jane has provided our business with good strategic direction. She has helped us to clearly visualise our future goals and align accountabilities within our structure. Her positive and methodical approach has inspired and motivated my people and we are now clearly prepared for the challenges of our new financial year."
Banknote Bodyguard Case Study
by Jane Marshall 30.06.06
Banknote Bodyguard is one of the UK 's leading manufacturers and distributors of counterfeit currency detection and cash handling systems. They are established business partners of many major cash handling machine manufacturers processing over £1b daily in 30 currencies. Counterfeit detectors represent the very latest in technology. The Magnetic range is Bank tested and able to detect 100% of fake notes and 100% of genuine for any currency and denomination.
Due to increased demand for counterfeit currency detectors, Banknote Bodyguard realised the need to revise their Telemarketing Strategy and consider both new routes to market and the organisational structure to support future demand and growth.
Following a series of familiarisation meetings and workshops with the Company Directors, Jane produced a strategic plan to support the business in generating an additional £1m revenue. This included a breakdown of the target market sectors, the opportunities for up and cross selling together with the view of a self financing sales operation to maximise opportunities and potential.
Managing Director Roger Percy commented...
“Jane came to us and very quickly familiarised herself with our business and our challenges. She used a very direct and methodical approach to address our needs and swiftly presented a comprehensive plan to support us in achieving our objectives. In addition, she provided advice and mentoring and we are now well on our way to achieving our financial goals for this year.”
CallNorthWest and UCLAN
CallNorthWest came into existence with the help of a £2.5million grant from the Northwest Regional Development Agency back in October 2003. The initial aim of the project was to support the call and contact centre sector in the North West . The main areas of help and support focussed around: education and training, recruitment and retention, business support and investment, market intelligence and research, networking and promotion and new development oppor tunities.
In February 2006 at the CNW ‘Disaster Recovery' event, Jane Marshall delivered a presentation to leaders of North West Contact Centres entitled ‘Being thrown in at the deep end!”. The presentation outlined a practical case study of an experience where no disaster or business continuity plan was in place. Delegates were given suggestions and considerations for businesses with no disaster recovery plans in place.
The success of the presentation meant that Jane was asked to return to support a major event – The Change Management Series - held at the University of Central Lancashire in June 2006, where delegates included local business leaders and post-graduate students. At the prestigious event, Jane shared the stage with such prolific speakers as John Seddon and delivered a case study on experiences of both well managed and poorly handled change.
Giles McClelland of UCLAN says:
' Jane Marshall has partnered CallNorthWest and Lancashire Business Schools on the delivery of two programmes of activity, presenting at both events to business practitioners and post graduate students on the complex subjects of Change Management and Disaster Management. The events were designed to raise awareness of the theories and practices behind these subject areas. Jane delivered excellent sessions on both subjects. Through her approach Jane displayed vast knowledge coupled with business expertise and unique insights into day to day organisation practices.'
North West Contact Centre Project
The Northwest Contact Centres Project is funded by the Department of Trade and Industry to improve health, safety and productivity in call and contact centres through an innovative approach to partnership.
It is a partnership between Contact Centres and stakeholder organisations that identifies good practice, encourages implementation of improvements and supports internal partnerships.
In order to improve health, safety and productivity, the project aims to
Identify causes of occupational health and good practice to prevent ill health in call and contact centres
- Improve environmental factors
- Improve processes and systems
- Address cultural issues
- Address diversity, recruitment and retention issues
In 2006 NWCCP established a ‘Best Practice' awards event to recognise and promote Call and Contact Centres demonstrating true best practice. To identify and assess these organisations, NWCCP gathered together thought leaders from the industry, regulators, service providers and advisors to accurately and objectively evaluate the effectiveness of Call and Contact Centres delivering best practice in the defined categories.
Jane Marshall was called upon to support the judging process and provided insight and understanding in defining those organisations demonstrating excellence in their nominated category.
Neil Turner, Project Manager of NWCCP commented:
“Jane made a very constructive contribution to the difficult task of judging. She demonstrated a true understanding of the industry and was able to positively identify the strengths in each of the proposals. She tackled this very difficult task with enthusiasm and liaised well with the rest of the panel to reach an agreed decision”
Common Purpose
Common Purpose is about leaders. Not just elected leaders. Not just business leaders. Not just established leaders. But all leaders. From all sectors of society.
Common Purpose helps people in leadership and decision-making positions to be more effective: in their own organisations, in the community and in society as a whole.
Common Purpose offers:
- a range of programmes for leaders of all ages, backgrounds and sectors
- a website for citizens who want to take the lead, people who dream of changing the world (or their part of it)
Very few people emerge from Common Purpose with their prejudices - or working practices - unchanged. As their perspective gets wider, their vision improves. As their vision improves, their decision-making gets better. They forge networks that can have a major impact on their organisation and the community (networks which no other experience can provide).
This can have far-reaching consequences and can unlock leadership potential in a genuinely different way.
Common Purpose programmes produce people who lead beyond their authority and can produce change beyond their direct circle of control.
As a ‘millenium graduate' of the Common Purpose Matrix Programme, Jane Marshall has been an active supporter of and contributor to the organisation over the last six years.
During the 2006 Matrix Programme, Jane was called on to support the ‘Entrepeneurs Day' workshop as a panel member, advising and challenging participants and providing feedback on their activities.
In his letter of thanks, Senior Programme Director Ken Pye wrote:
“You will be pleased to know that you had a very positive impact on the participants, who not only learnt a great deal, but also benefited from your insight, and from the wealth of information which you were able to pass on. They enjoyed your contribution very much. You certainly fulfilled the brief and were challenging and provocative as well as very entertaining. I am most grateful for your continuing support in this way and hope that you will not object to my continuing to call on you in the future for similar assistance.”
Call2Contact
Call2Contact are an independent consultancy providing a range of services and specialising in the provision of multilingual personnel throughout all industries. Call2Contact deliver bespoke management training, benchmarking, performance audits, business process re-engineering and interim management. They pride themselves on delivering a professional, yet highly personal service and offer their clients a totally flexible and cost effective approach.
Uncovering a potential business opening, Call2Contact called on the support of JMMP Ltd. in building a business plan to fully scope out the opportunity.
The project involved intensive research into the potential of the initiative, understanding the existing local and national market together with anticipated long term requirements. In building the plan, the organisational aims, sales and financial goals, key milestones and marketing plans were defined and agreed. Further research was undertaken to identify prospective funding streams and meetings organised with potential providers.
Managing Director of Call2Contact Julie Ledder says –
“ Jane Marshall supported our business venture with enthusiasm and commitment, conducting intensive research in a complex market. The ultimate business plan was well executed, detailing essential comprehensive information and documentation, professionally presented and delivered. We look forward to a continued and successful relationship with Jane Marshall Management Partnership Ltd.”
Blue Orchid Management Consultants
Blue Orchid provides consultancy services to the public, private and voluntary sectors using professionally qualified and accredited staff. Areas of expertise lie in:
- Organisational development and change management
- Marketing and Strategy
- Managing development
- Operational Planning
Blue Orchid called on the services of Jane Marshall Management Partnership to support a client who was facing challenges in achieving new business appointments through their sales team.
The brief was “to increase the number of new business appointments by individual” with a particular emphasis on the scripting of the calls. In the six month period up until the assignment, sales staff had collectively acquired only 21 new appointments.
Following two intensive days of research, monitoring, staff workshops and coaching, the sales team set about appointment making with renewed enthusiasm, securing 22 appointments within one day. A detailed report outlining recommendations to maintain the momentum of the project and further initiatives to support the organic growth of the organisation was well received by the senior team.
Martin Mann , Business Development Manager at Blue Orchid says:
“We called on Jane, who - at very short notice - was able to develop a programme to address the challenges our client faced. She quickly identified the key issues within the organisation that had prevented the sales team from fully exploiting the sales opportunities and provided expert support and guidance in improving their skills, enhancing their confidence and delivering their objectives. As a result of this initial exercise Jane is now a valued member of our Accredited Associate Scheme and will be called upon to support further assignments where her skills can be best utilised.”