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organisational performance and customer experience through improvements in systems, processes and methods that deliver change. Thus empowering and enabling employees to engage customers and grow an organisation’s value.

WE ENHANCE

BUILDING | BETTER | BUSINESS

you can’t always outspend your competitors but you can out think them...

LET BBB ADVISORY SHOW YOU HOW…

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OPERATIONAL EXCELLENCE


the transformational competitive edge required for an organisation to thrive in the marketplace...anything less is mediocrity.

LET BBB ADVISORY SHOW YOU HOW…

WE DELIVER

Our unique approach delivers operational excellence through tried and tested methodologies with proven outcomes to streamline functions and optimise performance.


OUTCOMES OF OPERATIONAL EXCELLENCEThere are four outcomes that BBB Advisory consistently delivers through our rigorous Operational Excellence analysis and implementation programs:

increased operational capacity customer base growth improved revenues reduced operations costs.

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SOUND STRATEGY

OPERATIONAL EXCELLENCE

LEADING PERFORMANCE

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It is not unusual for BBB to identify gains of 20% or more in the operational areas under review.BBB clients typically experience dramatic improvements in customer satisfaction and employee loyalty upon implementation of our programs.


OPERATIONAL REVIEWHOW WE ADD VALUE BBB Advisory adds value by bringing a structured and robust approach to the review process of systems, practices, processes and strategies, particularly in medium to large service providers and organisations.

WHAT WE ACHIEVE We collaborate with our clients to streamline their core operational processes, eliminate waste and create positive cultural change, using our ‘SPEC’ model and the expertise of BBB Advisory specialists.

HOW WE DELIVER A detailed analysis is conducted at our client’s premises. The output from this analysis is a report detailing recommendations for change, supported by a cost benefit analysis and scope of work.

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One of the many benefits of working with BBB Advisory is not only our fresh and unhindered view of your business but also our extensive records and access to benchmarks and KPI’s relating to customer centric management practices and processes.

LOOK OVER THE FENCE

This extensive industry data and our expansive work with a wide variety of organisations allows us to help our clients ‘look over the fence’ to better understand the performance of competitors and benchmarks and KPIs not only in their business category but also others.

In fact, we often adapt and transfer best practice methodologies from one business category to the benefit of a client in another.


EXPERTISE

When organisations need positive cultural change and operational excellence, they access our specialist range of expertise that include:

Strategy development

Customer Experience

Change Management

Digital Transformation

Leadership Development

Channel Strategy

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INDUSTRY INTELLIGENCE – ‘SPEC’ MODELWith over 25 years experience of delivering more effective business processes for clients through our uniquely devised ‘SPEC’ model, we can achieve dramatic improvements in efficiency and effectiveness across all operational areas by focusing on four key enablers:

Systems that enable consistent execution of strategy

Processes that are optimised for customers and staff

Employees that are empowered and enabled

Channel strategies that enable and meet the needs of the customer.


THE BBB PROCESS

‘SPEC’ MODEL

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SYSTEMSOF CHANGE

PROCESS & PRACTISES

EMPLOYEES

CUSTOMERS& CHANNELS

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Processes to empower & enable

Systems that enable

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BBB

Dia

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Review of current technology & alignment to strategy

Optimisation & exploitation of systems and technology

Identifying & developing better practice blueprintsProcess re-engineeringChange management

Profiling - Team or individualCoaching - Transition to transformationImproved intra-day management practicesWorkforce planning

Digital strategyContact centreCustomer journey mapping

Detailed analysis of contact demand & supply constraints

Identification of future technology & system opportunities

Application of data

People & culture

Leadership, training & developmentReview of organisational structures & management practices

Driven by customer needs & expectations integrated across the enterprise & its business partners

Employees that are engaged

Customers that will embrace

Identification & quantification of process failures

BBB STRATEGY PLANNING BBB PROGRAM MANAGEMENT

Curr

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ANALYSIS OUTCOMESIMPLEMENTATION

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EXPERTISE, FLEXIBILITY AND PERSONABILITY

OUR PEOPLE

Our large group of specialists have worked in high profile corporate companies around Australia and collectively you have access to some of the best expertise in Operational Excellence.

The BBB Advisory team has the expertise of larger consultancies without the overheads. Our professional leadership team and senior consultants are enabled by progressive, sustainable and flexible working practices, accompanied by a swiftness, flexibility and sense of ownership brought to each job or project. BBB is built on the principles of collaboration, efficiency and integrity.

You could say we practice what we preach.


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HelenAli-HaapalaMarciel AudeshoRalphBatesJulie BevanJacquiBoaksTroyCollings SteveDevonRonJones MaryLalorGlynLewisToni MeehanPatrickMoroneySharron MyersScottNashGavinShearing IsaresSmithColinStephens CharlesVinciBenRosser GregSullivanJeremyWatkinsHelenAli-HaapalaMarciel AudeshoRalphBatesJulie BevanJacquiBoaksTroyCollings SteveDevonRonJones MaryLalorGlynLewisToni MeehanPatrickMoroneySharron MyersScottNashGavinShearing IsaresSmithColinStephens CharlesVinciBenRosser

Steve Mitchinson DirectorSteve is a customer management optimisation and strategy expert with over 25 years’ experience advising a wide range of blue chip enterprises and government agencies across Australia. He has delivered successful outcomes across all aspects of the customer lifecycle - acquisition, management, retention and growth - across all channels.

Jeremy Cookson DirectorJeremy is a business strategist and advisor with experience at an international level across different business categories in the public and private sector. He has a track record of growing brands and organisations and in particular helping services organisations to operate at optimum levels.

Lyn Trewenack Director Recognised globally as a passionate thought-leader in customer experience delivery. With over 25 years in the industry, Lyn has managed large and complex customer facing operations across a wide range of industry sectors including banking, insurance and telecommunications and the outsourcing sector.

BBB SPECIALISTSAll BBB specialists have been selected based on their professional reputation and extensive achievements. Each is a respected leader in their field and can be accessed through the BBB advisory suite of services.

OUR CLIENTS


WHAT OUR CLIENTS SAY

The program content was excellent and Lyn’s training style really connected with the team and helped them understand how they can impact our customers experience. I would like to thank Lyn and BBB for their efforts and wonderful program which I highly recommend. – Director Corporate Services, Local Government Authority

Glad to hear it has gone as well as could be expected. I am surprised at the rate of release of capacity… – CEO, Major Insurer

The Power of One session, wonderfully constructed and delivered in an interactive and thought provoking way, ensures that participants,regardless of experience and roles within the centre, leave with some great takeaways. – Customer Service Manager, Major Travel Company

In response to employee feedback- “Excellent news- you have and continue to make an incredible difference. Thank you. – CEO, Superannuation Fund

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