Change management is all about achieving behavioural change and delivering an improved experience to the customer or staff member concerned. Through combining change with The "Service Value Chain" concepts helps ensure the change activities are outcome focussed and deliever benefits.

The service value chain concept was developed from research carried out by Harvard Business School in 2003 with over 100 leading companies. This model has been in use in the private and government sectors for a number of years. It blends with our approach and drive to create compelling customer experiences by ensuring change activities link directly to customers and to the employees who provide service through the right culture, systems and processes.

CEC has an approach to build in leading practices to improving leadership effectiveness and modifying staff behaviours so staff become more proactive and feel empowered. We have a team of highly experienced practitioners to deliver the Program and to bed new culture and achieve sustainable staff behaviour change in shared services. Many of the methods and tools proposed by CEC have been extensively implemented and proven in both government and commercial organisations.

Our change management offer includes our Collaborative Acceleration Workshops where we can bring together teams of 15 to 60 people over ½ to 3 days to harness the power of group genius. Our methods to develop compelling customer and employee experiences facilitate the right design. Our vast implementation experience in successfully delivering complex change projects give confidence that it can be done.