Change Management Case Studies


Do you want to take your organisation to the next level? Using systems thinking change methodology our clients have achieved tremendous results. Our case studies below demonstrate how this works.

Vanguard Scotland have facilitated change programmes in leading organisations spanning different sectors for over 20 years. You'll find evidence of how they've overcome issues related to processes, costs, strategies, operations and staff morale, and at the same time boosted their customer service levels.

To learn more about working with us visit our training & consultancy pages or contact us.


call centre case study

Case Study: Call Centre Improvement at O2

As one of the giants of the Telecomms industry O2 suffers what all large organisations are endangered by, habitual thinking and the hidden operational costs of the waste it generates. See what happened when they broke their routines and examined their processes up close.

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human resources case study

Case Study: Human Resources & Payroll in Camden

With over 5,000 employees to look after London's Camden Borough Council HR department are busy people, but with Vanguard's help they discovered they were not always busy in useful ways. See how they managed to identify ineffective practices, gain control of their working culture and reduce wasted capacity by 50%.

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food safety case study

Case Study: Food Health & Safety in Lincoln

Many managers believe the tight regulatory framework they work in prevents them making significant change. The City of Lincoln Council shows us how it's done with an 89% improvement in the time taken to make unsafe food businesses in Lincoln safe for the public again.

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shared elderly assesment

Case Study: Single Shared Assessment

Council and NHS services joined forces to improve the process of assessing needs before care was provided.
Find out how these professionals made their referral process 75% faster by focussing on what mattered to the service users.

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council planning service case study

Case Study: West Lindsay District Council Planning

Planning departments often attract criticism for poor levels of customer service. This case study highlights one particular planning department working to save money and to improve their service and value for money for their customers. Find out how they doubled the number of applications they completed in under 5 weeks.

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physiotherapy case study

Case Study: NHS Tayside Community Physio Service

Professionals in this service face problems with
increasing waiting times, increasing demand for service
and pressure to make financial savings. Several
'traditional solutions' had been tried but the problems persisted. This case study shows how these health professionals reduced patient waiting times from 14 weeks to a maximum of 2 weeks.

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call centre case study

Case Study: VELUX (UK) Call Centre Improvement

An already successful organisation improved their call centre service quality by focussing on what matters to customers. The change lead to £1 million in savings and a significant drop in staff turnover.

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housing case study

Case Study: Glasgow Housing Association

This case study illustrates how Scotland's largest social landlord managed to save £2 million in rent arrears, improve service performance and reduce the time taken to turnaround empty properties from 56 days to just 13 days.

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Here are other resources that you can access for free in the form of articles, mini courses and videos on applying systems thinking as a management method to change your organisation's performance for the better.

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