Select Clients
Redesigning executive teams
On behalf of KPMG, Top Source Consulting has supported a number of high-profile, public sector organisations in reshaping their overall organisational design and restructuring their executive teams. Using our approach to executive redesign, this has resulted in changes being adopted and championed by leaders with minimal resistance.
Transforming service delivery
Top Source Consulting ran a Lean transformation of one Orbit’s largest service areas. By standardising processes, optimising use of existing technology, introducing visual quality and performance management and building a culture of learning and continuous improvement, we were able to improve customer lead times by 30% while also increasing the rate of production by 25%.
Delivering customer value
Top Source Consulting undertook a Lean transformation of SBHG’s Repairs function. Following an initial in-depth diagnosis of key issues, we worked with their team to design and pilot new ways of working. This resulted in a substantial improvement in customer performance, including a 55% improvement in first time fixes, a 75% reduction in customer lead times and a 50% reduction in processing errors. Overall, customer satisfaction improved to over 95%.
Testimonials
“Top Source has been instrumental in leading and guiding us through the review of our service. This was significant and cross-cutting and relied on bringing different parts of the business together to really understand and deliver improved performance. This has resulted in a new model of delivery which has met project targets and, just as importantly, delivered a cultural change in understanding Lean, customer value and continuous improvement. Having Laura work with us on this enabled us to gain traction at an executive level to bring about changes required organisationally. It has been cited as an exemplar within the organisation. ”
“Top Source undertook a Lean business review at a time when our operating model and organisational structure was not delivering the level of performance required and wasn’t fit for future strategic challenges. Using a data led lean approach, strong communications skills and by applying experience and insight from different sectors and organisations, Laura worked confidentially with a small team to create a new operating model, new structures and a case for change. This included support to present at executive level, and preparation for Board approvals. The resulting work has led to successful organisational change, a significant uplift in our performance and the creation of a strategic capability to deliver our 5 year business plan. ”
“Laura joined The Children’s Society to lead and manage a significant transformation programme involving nearly every part of the organisation. Laura established the transformation team, built a strong systemic plan, and then skillfully and tenaciously led the team and organisation to deliver against it.”
“I would place Laura in the absolute top bracket of consultants I have worked with [...] Laura has made a tremendous impact on the organisations and people she has worked with - she has the irresistible combination of analytical and problem solving skills combined with the people skill to make change happen.”