Case Studies 2019-10-15T08:45:01+00:00

Case Studies

Customer Loyalty

A client was keen to enhance the branding and image of their organisation to ensure that the experience their customers received was consistent and high quality.

We worked with the organisation to review the range of processes and engagement approaches that the business used to ensure that regardless of where the […]

Complaints Handling

Our client commissioned a series of workshops for its customer service staff following a review of its quarterly customer complaints.

The idea behind the workshops was to explore issues from a range of perspectives including the customer, team member and organisation. The interactive sessions examined through role play […]

Alternative Dispute Resolution

A landlord and tenant had been in dispute over a number of points, including the condition the property had been left in when the tenant vacated and the amount of deposit due to be returned to the tenant.

Despite the tenant and landlord having a good relationship during the course of […]


A hands on approach was required. Working with the senior executive team the underlying problems were identified and then broken down into a series of revised action plans to address each area. A strategy was drawn up that will see the business return to required levels of profitability.

This involves re-structuring, […]

Cost Reduction

This involved a business support function within a large organisation which was going through a major cost reduction programme across every area of the business from the CEO’s office to the mail room.

An analysis of resource levels and work inputs/outputs was undertaken together with agreeing a service level agreement with […]


A small professional services organisation wanted to expand their services but were struggling how they could do this.

MacLennan Norman worked with them to firstly analayse their existing business resources, how they had secured the client and what their competitors were offering.

Once this was identified it became clearer what differentiated them […]

Business Process Redesign

An organisation that had been the subject of significant change was aware that one of their support service teams was not supporting the operational business as they would like.

After taking time to understand the change the operational business had gone through an exercise was undertaken to look at the process […]

Mergers and Acquisitions

An organisation had acquired a smaller business as part of its operating division. Change was needed to bring about the necessary outcomes required by stakeholders however there was a great deal of resistance from the ‘new’ business.

It was apparent that integration of one of the teams in particular was not […]

Performance Improvement

MacLennan Norman were brought into review why an organisation were under performing in one of their key areas.

Although income levels were reasonable profit margins were well below where they should be. Working with the Finance Director an analysis of the trading income was undertaken.

The analysis proved that not only were […]

Business Planning

Working with a large organisation a business strategy was designed with the intended outcome of reducing existing resource levels but still being able to achieve the projected outturns.

This involved designing new processes and procedures and a limited out sourcing of services.

A programme of all projects was designed that allowed the […]

Improving Customer Satisfaction and Complaints Handling

We hosted a series of workshops for different cohorts for a business that had experienced exponential growth over a short period. Customer complaints had increased but staff were also becoming stressed at the volume of complaints they were dealing with and struggling how to respond to clients.

We took time to […]


We were approached by a charity to facilitate their Trustee Board Strategy Away Day. This involved MacLennan Norman holding preparatory sessions with the Chair and Chief Executive to get to know and understand the charity’s objectives and explore the desired outcomes for the day.

These discussions helped shape the priorities for […]

Improving Individual and Team Effectiveness

MacLennan Norman was asked to facilitate a number of workshops to support staff through a strategic change process leading to the creation of a strategic business plan.

As part of the exercise we opted to start by hosting a series of sessions to understand in the first instance how they felt […]

Talent Management

A client was seeking support to recruit a number of new team members for their company. We were able to provide impartial advice to help senior management reach their conclusions on hiring based not only on having the best skill set to fill the current gaps but also the correct […]

Culture Development

Our client approached us at a particularly challenging time for their organisation. The Chief Executive was keen to explore why the staff felt as disenfranchised as they did. We worked with the staff through a series of one to one interviews and engagement opportunities to unpack some of the reasons […]

Executive Coaching

Over a course of six to eight sessions two hour sessions we have seen amazing outcomes for people in not only reaching their goals but also enjoying an experience that has increased their self-awareness and positivity.

The coaching experience starts by applying a StrengthsFinder activity which explores the strengths that are […]

Change Management

Our client required specialist support to take them through a substantial change process involving the redesign of their organisational structure and people strategy. It was important to our client that throughout this change the day to day operational performance was not adversely affected.

We started by evaluating the current position of […]


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