Internal Consultancy Skills Case Study

For four years we supported a central government department with the introduction of their "Professionalism through Quality" initiative to their thirty local operating sites located all over the UK.

After an initial survey, we developed a proposal to run training workshops for members of change teams based at their thirty local operating sites.

The teams were to start and lead local initiatives.
The workshop covered both process and service improvement techniques and consultancy skills for change agents.
The teams would be guided by a national steering group which also sponsored UK-wide improvements.

The whole program was highly successful. We ran workshops across the UK covering one hundred and fifty members of PTQ teams who then "kickstarted" and led local initiatives.

Thereafter we advised senior managers and the steering group, developed a self-assessment "health-check" to help to steer progress at each operating site, and introduced further training as required . The momentum and interest grew and by the end of that period every site in the UK had an active team working on identifying local customer improvements.

And the Outcome
All the PTQ teams were able to return to their sites and develop a local initiative. These led to numerous improvements in working practices and procedures to improve customer service.