Hi, my name is Graham.
I specialise in the specification
and improvement of business processes / systems,
services and organisational delivery.
I have a broad multi-disciplinary background
from practitioner to executive,
which helps me to:
Provoke ideas
Market research, competitor analysis, trend analysis and foresight, stakeholder ideation, strategic orientation, constructive challenge.
Collect evidence
Environmental scan, performance analysis, strategic reviews, qualitative and quantitative stakeholder research.
Interpret findings
Statistical analysis, cost / benefit assessments, complexity and risk forecasts, social impact analysis, strategic and tactical prioritisation.
Manage changes
Stakeholder management, risk communication, program and project management, operational modelling, change management, benefits realisation.
What I do
As an improvement specialist,
I help steer conceptualisation, specification, design and implementation
to deliver improved outcomes in four key areas:
Experience
In considering a service experience, I try to look beyond the traditional customer and user centric models, particularly where other key internal or external stakeholders hold leverage.
Quality
Service quality considers the gaps between expectation and performance, throughout the service improvement and delivery cycle, and from the perspectives of customers and influencers.
Value
Business value depends heavily on internally controllable factors such as cost-to-serve and price, but also on the subjective value assessments of customers and influencers.
Excellence
As an overall objective, the purpose of excellence is to assess whether a service fulfils its promise and delivers against its strategic promise and competitive positioning.
Career
My career has focused on delivering
better outcomes for people
through improvements in service delivery across both public and private sectors
and a range of industries.
Analyst
Business and systems analysis and service design. Cost / benefit analysis and formulation of value propositions. Complexity and risk analysis and forecasts, including social impact analysis.
Manager
Project / change management of a large number and variety of engagements. Operational management of small to large teams. Program management of complex portfolios.
Researcher
Environmental scanning and desktop research. Survey and interview design and analysis. PhD research (numerical methods). Statistical analysis of user quantitative and qualitative research.
Advisor
Complex stakeholder management and risk communication. Operational and service modelling. Strategic and tactical prioritisation. Benefits realisation management. Mentoring and collaborative productivity improvement.
Achievements
I have put my skills and experience to good use on a wide variety of improvement projects, from internal-facing through to external customer and influential stakeholder service initiatives:
100+ projects delivered
More than 100 service improvement projects successfully delivered.
$4b+ benefits realised
The projects I have helped to deliver have realised more than $4b in benefits for stakeholders and customers.
300+ direct reports
I have provided leadership, direction, support, perfroamce evaluation and mentoring for more than 300 direct reports.
2,000+ stakeholders engaged
Well more than 2,000 stakeholder groups actively engaged.
Skills
I bring a multi-disciplinary set of skills, from
business analysis and service / journey design, through
analytics and value-driven prioritisation, through
to guiding and developing individuals and teams
to deliver strong human-centric outcomes:
Simplifying and communicating complex situations
I bring a diverse range of analytical skills and a sound training in business and systems analysis to break complex tactical and strategic problems into clear and progressive strategies and practical improvements.
Building stakeholder empathy and support
Experience has taught me that effective stakeholder engagement – understanding stakeholder views, positions and promoting meaningful engagement – is often the key to successfully delivering valuable and lasting improvements.
Structured thinking, analysis and research
I consider myself to be high analytical, and bring a wide range of analytical techniques and experience to most situations. This includes quantitative and qualitative research, analysis (including data appropriate statistical analysis and inferencing), and formal problem-solving and process-supportive frameworks.
Direction, responsibility and support
I have management experience in a wide variety of circumstances, and generally apply a three-tier approach to leadership and management: providing clear direction; agreeing mutual responsibilities and expectations; and, providing ongoing mentoring, support and resources.
Tools
With a large number of projects successfully delivered,
I have been required to become competent with a
wide range of methodologies and toolsets, and have
developed a number of bespoke frameworks for clients:
Project environments
PRINCE, PMBok (and many hybrid and bespoke environments). Project planning (Microsoft Project and similar). Collaboration tools (various). Stakeholder mapping. Risk analysis.
Strategic orientation
Balanced scorecards. Operational modelling. Service improvement frameworks. Service quality assessment (SERVQUAL and others). Presentation tools (Powerpoint and similar).
Design and analytics
Research planning, quantitative survey and qualitative interview design (various tools). Descriptive and statistical analysis (Excel, Jamovi and similar). Journey mapping (collaborative tools such as Miro and stand-alone process mapping tools).
Maximising benefits realisation
Cost/benefit modelling (Excel). Benefits realisation mapping (various). Performance dashboard design (various tools). Data analysis. Risk communications. Stakeholder messaging/engagement.
Get in touch …
Please feel free to contact me if you would like any further information: