BT GLOBAL CONSULTING
CLIENT RESULTS − DELIVERING THE
VALUE OF COMPLEX TECHNOLOGY
SOLUTIONS
The Challenge for BT Global Consulting
In the late 1990s, BT Global Consulting (as part of
what was Syntegra) was looking to help Syntegra
differentiate itself from other solution providers. The
increasing realisation was that their technology
solutions were a way to help clients transition from
one set of working processes and behaviours to
another and avoid the pitfalls of failed
implementation and missed return on investment
that dogs so many IT projects.
As such there would be significant commercial high
for BT if they could help their clients transform how
their people behave and operate in the organisation
to support their technology changes.
Thus far, supporting clients with behaviour change
(change management) was viewed by major
consultancies as a “bolt-on” that they could be
provided, if requested by the client.
Therefore, if BT could find a way to integrate this
type of support into the way they take on and
manage complex partnerships; and plan/implement
technology solutions, this could be a major source
of differentiation in the market place.
Partnership: BT and Changefirst®
BT was keen to ensure that it retained control over
their partnerships and client relationships by growing
their capability in-house, rather than outsource this
work to a specialist consultancy.
As such, Changefirst was selected as the partner of
choice because they could supply, support and,
most importantly, transfer a distinctive behaviour
change application - *PCI®.
¾ Changefirst deployed highly experienced
change practitioners, expert in transferring
skills and the use of leading edge “learn-by
doing” approaches
¾ The PCI application comprised a
comprehensive set of diagnostic tools,
material and skills development.
¾ BT Global Consulting practitioners were
trained in a disciplined framework and key
client craft skills to assess people risk to
change, and sustain behavioural and
operational changes
All BT Global Consulting change practitioners are
trained and certified in the PCI application, and key
application processes are fully integrated – enabling
BT to offer a seamless transformational service.
Changefirst Limited ● Tel: +44 (0)1444 450777 ● www.changefirst.com
Results: Benefits for BT
BT Global Consulting point to business results from
the investment in PCI, including:
1. Accelerated engagement on complex
assignments and improved programme /
project planning through a better
understanding and measurement of the people
side of change
2. Increased revenues from integrating behaviour
change support packages
3. Increased likelihood of winning bids by offering
tried and tested methods to maximise the value
of technology post-installation
The next level of development for BT is to further
enhance their self sufficiency by training established
practitioners to instruct others in PCI.
This provides another major source of competitive
differentiation when offering in-sourcing services –
i.e. transferring best practice change tools and
techniques to (and developing skills of) large
numbers of transferring-in line managers.
About BT Global Consulting
BT Global Consulting are part of BT Global service,
offering business transformation and performance
improvement consulting services in support of major
networked IT change, 70 senior pracitioners
combine exceptional business/sector knowledge
with consultancy skills, complex programme
management capability and custom designed
change management support to forge genuine client
partnerships
Clients see them as a powerful partner, not just able
to discuss the philosophy of behavioural change, but
also able to deploy structured tools and processes.
®
*PCI (People-Centred Implementation) is a disciplined
process and a robust set of tools to transform how
people behave and operate in an organisation.