Published Articles, Papers and
This section only includes external presentations and papers.
We were interviewed by the FT for an article on Dynamic Pricing and motor
insurance and were quoted in the published article on 16 July 2005.
to read the article (opens a new window)
A letter to the Editor of the Sunday The Business paper about the
need to understand how consumers link prices to the actions taken by the
business. Written to publicise the launch of
The Ethical Pricing Project.
The letter was published on 19 September 2004 almost as written.
BPR Methodology (workshop to a district
On behalf of ValueAdding.com we
presented a series of training and facilitation workshops to a district council.
This was in connection with the re-engineering of a licensing department
in preparation for implementing the 2003 Licensing Act. September/October
BPR in Customer Service Administration (Wiltshire
BPR has an impact often on worker's behaviour, sometimes in unexpected ways.
This short presentation shows how the customer service processes at TSB Unit
Trust were re-engineered and the resultant significant (and expected)
productivity and service improvements. This presentation was given to Wiltshire
County Council. The audience was encouraged to debate who felt most threaten
by the introduction of the work flow and document imaging system and why!
The answer lies in thinking how those impacted changed their behaviour and
why they did so. January 2004.
Successful Mass Customisation requires a complete rethink of the business
model and the underlying infrastructure. This article looks at the role
of different functions within an organisation:
Marketing: understanding customer's real and deep needs
Production: introducing component based assembly
Logistics: rethinking and reengineering the supply chain process
Technology: exploiting the new interactive technologies like the internet
HR: training and motivating staff
Selling: calculating costs and setting prices dynamically.
The article is published in the March 2002 issue of
To help launch the new print magazine
we were commissioned to write this article. The first issue was mailed to
designers and developers across Europe in October 2001.
is produced by the
Interactive TV Design
Network, a non-profit government funded project run by Serco Usability
Services and Middlesex University in the UK. It's a project to create a
discussion forum for researchers and developers in the interactive TV space
concerned with usability and design issues.
The article explores the need for web sites to meet the needs of diverse
stakeholders and diverse customer behaviours. It includes statistics from
a recent Harris Interactive survey. This paper was a contribution to
Through the Loop's
collaborative magazine covering business, marketing and communications. Summer
A presentation given by Managing Change in May 2000 to
e-women, a group of over 500 women working
in new media and e-commerce.
A presentation given by Managing Change to the annual Norwegian Association
of Advertisers' conference entitled: On the threshold
to a new century: Marketing communications in a digital reality.
The presentation looks particularly at digital television and suggests that
not only does advertising need to become more interactive but so also do
the advertisers processes. It also looks at the major brands vying for power
in the marketplace. 24 November 1999, Vika Atrium Conference Center, Oslo.
Note: video clips are not included.
Later given to The Consultancy
Company on 17 March 2000.
By means of 4 mythical companies involved in the manufacture, distribution
and selling of cups (or mugs), this article describes the four stages of
Managing Change's Strategic Interactive Marketing
Framework. It is a marketing orientated, rather than technical
article, that looks at various business models in an interactive age, from
a pure manufacturing approach to a service driven, branding approach. The
article concludes by looking at how one of these companies is moving from
services to the next stage of experiences. This article appeared in the
2000 edition of The Pool,
the magazine of Through the Loop.
Customers are leading increasingly chaotic lives. They need flexible products
and services that can meet their individual needs and adapt to their changing
circumstances. This article looks at companies and systems that support mass
customisation, as well as the important processes that capture knowledge
about customer's needs and aspirations. Different approaches to distribution
channels are also addressed.
This article appeared as a 2 page marketing article in the April 99 issue
of Internet Business
This article traces the delivery of insurance products and services from
the man on his bicycle to today's call centres and then looks ahead to the
interactive era that is about to burst into our homes.
WOT is an electronic newsletter about
the Web and Open Technologies to support distributed
computing and information delivery. August 1998.
Mass marketing is moving into the interactive age - but at what cost?
A sorter version of the previous article, it appeared as the main 2 page
feature article in the November 98 issue of
An article reflects on the emphasis within organisations to capture internal
knowledge whilst generally ignoring knowledge acquired through building
relationships with their customers. This paper was a contribution to
Through the Loop's
collaborative magazine covering business, marketing and communications. March
Strategic Interactive Marketing in Insurance (Winchester
A presentation to the partners and researchers of Winchester White, specialists
in assessing and implementing software systems for the insurance industry.
TSB Trust Electronic Document Handling (OIS
A non technical presentation to the Optical Imaging Systems conference about
the changes, benefits and lessons learned from the installation of one of
the UK's first document image processing and work flow systems. This was
in the Unit Trust department of the TSB
Trust Company. May 1989
Case Study 15: TSB Trust Company - Correspondence Management
A non technical paper on the same subject as the above presentation included
in the National Computing Centre (NCC)
report on Document Image Processing. Written by John Pritchard of the NCC
based on an interview and various papers provided by the author. January
Data Protection at TSB (Computer
A paper about the Data Protection Act, its implications, and the
implementation of the compliance processes at the
TSB Trust Company. 1983
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