Experienced Management Consultant and Trainer

This facilitator is a professional and experienced consultant and trainer with experience of working at different levels within an organisation. He possesses a realistic and analytical approach to business issues based upon over 15 years experience of working in many varying organisations at different management levels.

Following graduation from University College of Swansea he attended the Royal Military Academy Sandhurst to undergo 6 months of military training prior to commissioning into The Royal Regiment of Artillery. Following operational and training postings worldwide his last posting was the recruitment and assessment of potential officer candidates. This job involved assessment techniques and extensive interviewing of graduate and non-graduates on 3 day courses.

Having left the Army in 1993 he joined the NHS as a Directorate Manager at Northwick Park Hospital NHS Trust. This role involved the management of non clinical staff and the provision of business management advice to the Clinical Director of the Radiology, Pathology and Paramedical Services Directorate. The job involved purchasing contracts, monitoring of Service Level Agreements (SLAs) and the incorporation of St Mark?s Hospital, City of London into Northwick Park.

In May 1995 he became the Customer Service Manager for Psion Ltd, at the time, the leading handheld computing company in the world. He established from scratch the Customer Services and Technical Support Departments and Helpdesk Operations. The call centre was focused upon retail customers and at its height had over 30 staff and received over 2,000 calls per week. This facilitator was responsible for introducing new technology into the call centre operation with the aim of improving the customer experience and reducing the pressure on call centre staff. Technology included web enabled call logging systems for clients, auto faxback systems, CTI, knowledgebases and ACD switch systems.

In April 1998 he was headhunted and joined Kepner Tregoe Ltd, a US based management consultancy and training firm with its European office in Windsor. His remit was the design, development and implementation of projects with many various clients worldwide. Most projects involved a high degree of training and management development. Interventions were of many varying sizes and complexities, but were mostly with Fortune and FTSE 100 companies.

He was part of the team that established the Customer Service practice which focused upon improving the customer experience in call centre and support desk operations. This involved improving performance in clients such as Dell, Sun Microsystems, Siebel, Cisco and other IT and Telecoms clients. In addition the lessons learnt on improving call centre operations were rolled out to other clients in the public and private sectors.

He is married, with two children and is finishing a part-time MBA at Henley Management College, which takes up all his spare time.

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Was Customer Services Manager for Psion Ltd (world leader in palmtop technology). Have set up and run customer services, technical support and repairs departments in both the retail and corporate IT markets. 

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Experience of desiging bespoke methodologies for R&D departments in the chemical and pharmaceutical sectors. Setting up programme management reporting systems and integrating reporting and management support software to enable quicker and more effective decision making by management at programme management level. Also basic training in the principles of project management. 

Have Simon D. give you more insight into his Consulting-strengths in 'Project Management'. Mail him now!

Experience in the design, development and implementation of a variety of BPR projects in manufacturing and customer services operations. From objective setting, through process mapping and streamlining through to project implementation and review. 

Have Simon D. give you more insight into his Consulting-strengths in 'Re-Engineering'. Mail him now!