I regularly work on large capital-intensive transformational projects, supporting customers as they change their operating models, roles, and practices to create extensive new value for the company, employees, customers, shareholders, and other stakeholders. Below are some projects I've recently been involved in:
- Creating the Entrepreneurial Engineer: I worked with one of the UK's largest electrical distribution companies (DNOs). In light of an emerging regulatory regime in '15-'16, we designed a new operating model for the Distribution arm of the company to achieve a greater than 15% operating outperformance, 50% outperformance in network performance, and a more flexible, innovative, and customer-oriented way of working.
- Rediscovering Quality Customer Service: I worked with a leading global business process and customer service outsourcing company to improve the quality of conversations agents were having with customers. In several months, we improved the Net Promoter Score by 25 points while reducing repeat contact, improving handling time and increasing quality lead generation.
- Ensuring a Smooth Transition: I helped one of the leading HR Recruitment companies in China on a large-scale IT migration. I was responsible for designing and supporting the conversations of the IT and Customer Service teams to ensure the migration went smoothly for the company's key customers.
- Training Entrepreneurs: I was part of a USAID-backed project to create a market of private consultants in Ecuador who could provide mentoring and coaching services to emerging entrepreneurs. During the project, we transformed the consultants’ understanding of business, modified entrenched wasteful business practices, expanded the community’s culture of innovation and entrepreneurship, and identified talents and abilities in the network that they could harness.