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 customer entered the business, 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 the impact and experience that […]

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 the ten years the tenant […]

2019-10-15T08:47:25+00:00 Case Studies, Dispute Resolution|


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, upskilling of teams and new […]

2019-10-15T08:47:25+00:00 Business Strategy, Case Studies|

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 the operational business.

This enabled a […]

2019-10-15T08:47:25+00:00 Business Strategy, Case Studies|


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 from their competitors.

A new website […]

2019-10-15T08:47:25+00:00 Business Strategy, Case Studies|

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 the service function used to […]

2019-10-15T08:47:26+00:00 Business Strategy, Case Studies|

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 going to be achieved unless […]

2019-10-15T08:47:26+00:00 Business Strategy, Case Studies|

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 there too many senior managers […]

2019-10-15T08:47:26+00:00 Business Strategy, Case Studies|

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 organisation to measure and manage […]

2019-10-15T08:47:26+00:00 Business Strategy, Case Studies|