Core-competencies - Customer Centricity based Agile Business Change

At Charteris we define Business Change as the process that organisations follow to improve performance and so deliver more value to customers, citizens, shareholders and stakeholders. However, in today's highly competitive, technology-driven private and public organisations, it's clear that episodic, reactive change is not enough.

Business Change is a constant that needs to be anticipated, managed and delivered effectively. And the ability to change – rapidly yet smoothly – needs to be an intrinsic, organic part of your organisation’s make-up. In order for this to occur, and for you to respond quickly and effectively to market challenges and opportunities, your organisation – and its culture, people, processes and technology – needs to be agile.

Research by Booz Allen Hamilton (external link) shows that agile organisations deliver improved customer/citizen satisfaction and loyalty, and increased shareholder/stakeholder value. Such organisations are also seen as the best places to work. It's a win-win situation all round.

At the heart of organisational agility is a 'customer centric' approach, where your strategies, plans and processes are centred on serving better your customers' wants and needs. Accordingly, Charteris' services in Business Change are focused on 'Enabling the Agile Enterprise'.

The services we offer to deliver ongoing agile business change for your organisation include:

Vision & Strategy

  • Top team visioning and alignment
  • Customer management strategy

Process & Requirements Management

  • VoC (Voice of the Customer)
  • Customer-centric process design
  • Value analysis
  • Requirements management

Organisational Change management

  • Customer-centric behaviour and culture
  • Stakeholder analysis
  • Change readiness assessments
  • Communications planning and delivery
  • Organisational design
  • Change impact assessments

Performance Management

  • Agility balanced score cards
  • Business case development
  • Benefits frameworks
  • Leadership development

Knowledge Management

  • Knowledge management strategies and programmes

Technology

  • Microsoft Dynamics AX
  • Operational business intelligence

Programme Management

  • Programme and project management
  • Programme office development

At Charteris we don’t just talk agile, we ‘do’ agile. Our consultants offer a rare blend of business expertise and technological flair, so they grasp the issues quickly and are able to work with you to develop effective solutions just as rapidly.

Moreover, while many consultants in Business Change create a costly ongoing ‘dependency’ on their input for your organisation, we advocate and instigate knowledge transfer so that you are left empowered and ‘change enabled’ for the future.

For more information contact us via email at info@charteris.com or call Charteris on 020 7600 9199 and ask for Emad Salib or email emad.salib@charteris.com.