white papers

Achieving Optimisation in Outsourced Contracts

As the demand for integrated services continues to significantly grow in the Facilities Management (FM) sector, this paper seeks to identify further opportunities for FM providers to enhance value for money for clients and challenge if more could/should be done to drive cost efficiencies through increasing self-delivery and truly optimising resource.

Customer Service – is it really the priority?

It is hard to find an organisation that doesn’t claim to put customer service high on its priority list but do they really deliver true customer service? This paper provides an insight into how and why they might not be delivering what customers really want.

How is true collaboration achieved? – A 12 Step Guide

If large scale construction projects are a major part of our future and it is difficult to list those that are successfully delivered on time and to budget, what is the solution to ensuring that this improves? One critical consideration is how effectively teams are able to collaborate to achieve the project outcomes.

This white paper explores this concept in more detail; why is it so important, why is it difficult to achieve, what typically goes wrong and therefore what can be done to enhance it?

The Art of Motivation

Every organisation we have worked with has had the challenge of motivating employees to either improve output, improve quality, reduce costs or achieve a combination of all three. With differing degrees of success, managers have turned to different approaches to achieve this.

This paper provides an insight into why some are more successful than others and how managers need to approach these challenges.

The Remote Working Revolution – a hindrance or aid in the pursuit of productivity? 

This white paper explores remote working, its viability as a sustainable future option for many businesses, and provides an overview of the recent trends in its uptake.

Visual Management: instilling a performance-led ethos

This white paper explores visual management as an element of an effective Management Operating System and how it can be integrated to build a strong platform to support continuous improvement.

What not to forget when going digital in Financial Services

This white paper explores the age of digital within the Financial Services industry and how sustainable performance improvement is about more than chasing trends.

Providing a Service: A look into outsourced helpdesks

This white paper looks at the outsourced helpdesk environment and the challenges providers should be addressing to enable them to remain competitive in a margin sensitive environment.

Creating a climate for project success

This white paper takes a look at the evolution of project management and challenges what we mean by project ‘success’, as well as exploring some of the common pitfalls and challenges faced which cause projects to underperform.

The Productivity Challenge

This paper looks at why Productivity in the UK might not be rising as quickly as expected and some of the constraints on improving the headline numbers.

Building a more productive workforce

This white paper looks at how far technology can actually drive true productivity improvements of a field based workforce, and some of the common pitfalls that exist when spending money on new technology.

Working with Internal Teams

This white paper provides an insight into why internal teams are created and how they can be used to achieve real value.

Sustaining the benefits of a change initiative

This white paper provides a unique insight into why some change initiatives continue to yield benefits and others wither on the vine.

Motivation and Reward

This white paper explores how performance related incentive schemes may not be the best solution and actually a hinderance to achieving true productivity and customer satisfaction. The paper highlights in depth the potential drawbacks to PRP in conjunction with presenting an alternative perspective.

Performance improvement for field service operations

This white paper takes a look at how some service organisations achieve true productivity gains while others simply ‘automate’ existing operational wastage, and examines why performance improvement equates to more than increasing the number of calls-per-day-per-engineer.

Implementing performance improvement in call centres

This white paper explores what drives productivity in call centres and how workforce optimisation enables contact centres to enhance service delivery while boosting customer and staff satisfaction.