Case Studies - Jamesford Management Consultants Ltd

Case Study – New Services/Existing Customers

Our Client was considering extending their service offering to include IT Infrastructure. They wished to know whether their customers would value this service and required a strategy for profitable market entry. We reviewed the IT Infrastructure industry, interviewed the main players and prepared profiles of likely joint venture partners, based on cultural fit, quality and customer focus. An extensive survey of the customer base was conducted to determine if they would buy the new service and the answer was yes, but with certain caveats. We used this information to develop a customer focused entry strategy.

Case Study - Delivering World Class Service.

Our client was concerned that customer service was poor and wished to become a “World Class Service Provider.” We conducted a customer survey to assess service levels and their importance in the buying decision. An organisational survey was conducted in order to understand the internal view of service levels and the blockages to improvement. The external and internal views of service levels were jointly analysed with the top team at a series of workshops. We went on to design a customer focused improvement programme and initiated a company wide change programme.

Case Study - Segmenting Consumer Markets.

Our client was concerned that sales growth was significantly behind budget, the marketing spend was not delivering the expected levels of penetration and that the marketing strategy lacked customer focus. We reviewed their customer survey information and marketing data against the existing customer value propositions and discovered a number of mismatches. These were discussed at a series of client workshops where we went on to jointly segment consumer markets, define customer requirements and delineate the customer value propositions. A market research program tested the propositions and we jointly developed marketing strategies for each segment

Case Study - Re-engineering The Back Office.

Our client was concerned that a number of their back office departments were failing to deliver the appropriate levels of service required but seemed to be busy "polishing their silos." We reviewed their operational processes and found significant opportunities for improvement. These were discussed at a series of workshops where we went onto re-engineer all the back office processes, achieving considerable savings in terms of simplification and cycle compression, with concomitant improvements in service levels.

Case Study - Strategy and Alignment.

Our client was concerned that their strategy for growth was not understood by the senior management team and that the organisational structure was inhibiting implementation. We reviewed the strategy with the top team, helping them to understand and prioritise the key objectives. In conjunction with the client, we designed an ‘enabling' organisation structure and this, and the strategy, was rolled out to the senior management in a series of interactive workshops.

Case Study - Strategic Management System.

Our client was concerned that the business objectives and corresponding projects lacked an integrative framework, that performance measurement didn't lead to informed decision making and that the business failed to stay close to the customer. We reviewed the business management processes and helped them to produce an integrative approach utilising the principles of the Balanced Scorecard methodology. The objectives and project plans are now set within a framework which links employee effectiveness and operational efficiency to customer value and shareholder wealth. Business performance is managed by reference to the cause and effect drivers of customer satisfaction.