Birkby Lancaster Consulting – Facilitating Service Excellence

Birkby Lancaster Consulting specialise in improving customer service by means of: qualitative research, process improvement through teams and skill transfer workshops.

Customer Needs
A sales orientated manufacturer decided to arrange independent, qualitative Focus group research. Customers were asked about the service they actually received not what the organisation thought was happening. The manufacturer learnt a lot. It discovered what it didn’t know; the things that had been commercially damaging.

Teamworking
A utility wanted to gain greater commitment from back-office support teams. ‘Service Improvement Days’ were facilitated. The involving and enjoyable projects achieved ownership and motivation.

Skill Development
A commercial organisation wanted to change how managers and supervisors conducted meetings. A bespoke workshop ‘Making Meetings Fun’ was devised. Meetings suddenly became more interesting.

Clients have included:
commercial = Bradford & Bingley and Hammond Suddards
manufacturing = Kodak Polychrome Horsell Anitec, Pittards plc
public sector = Environment Agency, NHS Estates.

Client testimonials
"A valuable workshop for middle/senior managers ... relaxed and participative with a very positive response from delegates."

“Thanks for your contribution to the Managers’ Forum, which was excellent. It was clear to us that the audience felt that you had fluently and accurately articulated their concerns and those of their staff. Each of the management team now has a clear picture of the issues that must be addressed.”
Directorate Head, commercial sector

"As a result of prioritising our need, we are now much more aware of the areas for improvement. We have shifted our focus towards the customer from the internal and product view previously held."
Company Secretary, construction sector

"A mechanism for developing the real 'team players' and in identifying those staff who are keen to 'take up the challenge'."
Operations Manager, utility sector

“The delegates are unanimous in their praise.”
Production Director, manufacturing sector

"Thank you for designing and running the excellent workshops, they certainly were a success."
Training & Development Manager, public sector

More Info:
Birkby Lancaster Consulting, Calder House, 14 Deep Lane, Clifton, Brighouse, West Yorkshire. HD6 4HF United Kingdom
Tel:+44 (0) 1484 401739
Fax:+44 (0) 1484 712037
Email:birkby@ukgateway.net
Web:www.birkbylancaster.co.uk