Building Tomorrow’s Service Organisations

I talked, he listened…

Within just a few days of selecting a Hutt Valley Chamber of Commerce lead magnet from People and Process Limited I was contacted by Stephen Hay to arrange a meeting time. Going into the meeting I had a preconceived idea of what I would get from the meeting – and I have to say that I [read more...]

Repeat client, Quality results

I have known Stephen for some 7 years during which time I have contracted him directly or had him work with my direct reports. I always found Stephen’s input extremely valuable, whether it was by way of analysing processes, devising business improvements or acting as a strategic advisor. Stephen is a highly perceptive, thoughtful and [read more...]

Refreshingly Honest…

“Stephen, thanks for your contributions to the Forums. Your posts are refreshingly honest, pointed, useful, and educational. I always enjoy seeing your name in the New Topics category.” Daniel Markovitz | TimeBack Management Author of the new book “A Factory of One” www.timebackmanagement.com

“Lifting of the Veil”

We ran a privately organised session for a select group of CEOs under the Chatham House Rule*. When it was all over we asked, “What did you gain from this presentation / session?” Here are their responses: A ‘lifting of the veil’ experience. I started to see how and why some of our business activities, operations, [read more...]

Stimulating presentation

Hi Stephen, Thanks very much for presenting at the AIA Conference. Your presentation style and content were refreshing, thought-provoking and very interesting. I really appreciate that you’ve been good enough to forward a copy, it is great to be able to include our guys and this is so much better than my trying to recount [read more...]

What if…?

What if he arrives with his rigid, preconceived ideas and completely misses the purpose of our application of BPM? That was my primary concern when we were told that Stephen would be conducting the consulting project for us. In reality, his flexible approach and the compromises he tried to make demonstrated dramatically the issues with [read more...]

Enriching Experience

His instinct for business analysis is both natural and unfailing, not only capturing the finest details of complex processes accurately, but also taking “soft” issues into account at all stages of analysis and maintaining a clear vision of how things fit into the big picture. Communication was the key His highly professional attitude also allows [read more...]

Would he…?

Would he be able to get a group of strong minded clinicians to open up and have an honest discussion? These were my primary concerns when I engaged Stephen to help map the patient journey to the Paediatric Ward. What happened? He was able to engage all present in meaningful debate and once he had [read more...]

How invasive…?

How invasive to our work would it be? That was my immediate concern when I knew Stephen would be conducting a Business Process Modelling and Enterprise Architecture (BPMEA) Project at ESR. I wondered how much extra energy would need to be applied to contribute meaningfully to the exercise. I need not have worried. The benefit [read more...]

Focus, Communicate, Own

The centrality of the customer became very real Firstly, Stephen was able to cut across the various boundaries that exist between divisions and companies – looking at the issues instead of the personnel. This enabled us to focus on what the company really wants to do. The centrality of the customer became very real. Changes [read more...]