Journey Group

Customer-Driven Change Management

Recent Case Studies

Download case studies demonstrating how JOURNEY has worked with companies to analyse and improve their practical and cultural business issues.

Journey-client-logos_08Improving Service Delivery

Romec – JOURNEY was initially asked to advise the Romec Executive team on how to improve service delivery to its main customer, Royal Mail, in a way that could become embedded in the future culture of the organisation.
It was subsequently recommended that an organisation-wide cultural change process be developed, as opposed to focusing on specific areas or initiatives. Indeed, changing the culture of the organisation to become more customer-focused ultimately became one of the central themes.
Download this case-study

Journey-client-logos_01Improving Customer Experience

NHS – The Leeds Teaching Hospitals NHS Trust sought advice and practical assistance from JOURNEY in developing a more sustainable approach to improving the patient experience and, in the process, helping to reduce incidents of MRSA (and other bacteraemia), via a process capable of fully engaging staff across the organisation.
Download this case-study

Journey-client-logos_12Developing a Pan-European Group Development Framework

Abellio, the European public transport business that operates a number of rail services in the UK, asked Journey to advise the Abellio Group leadership team on how to develop a consistent approach to organisational planning across the Group. Following our initial recommendations Abellio adopted our Connected CulturesTM framework.
Download this case-study

Journey-client-logos_11Cultural Change

Northern Rail – Northern Rail Ltd is a joint venture between Serco Group plc and Abellio. As part of the company’s commitment to embed the merger of the two existing businesses and to build a longer-term legacy for the region by developing a first class rail franchise, the Northern Rail leadership team commissioned JOURNEY to develop a customer-focused Vision & Values for the business and to develop a culture change process which JOURNEY facilitated over an 18-month period.
Download this case-study

Journey-client-logos_01Sustainable Service Improvement

In response to the challenges raised within the NHS Next Stage Review of 2009, NHS Yorkshire and Humber identified a need to establish a Regional PCT Collaborative capable of supporting delivery within the wider NHS organisation of effective, consistent and ultimately sustainable service improvement activity in the health improvement arena.
Download this case-study

Journey-client-logos_01Public Health Intervention Planning

JOURNEY was commissioned to supervise a programme of service improvement activities that operated between 2008 and 2010 across the Yorkshire & The Humber region, charged with achieving significant health improvement outcomes in several targeted geographical areas.
Download this case-study