National Health Service

National Health Service


UK National Health Service asked us to lead a 15-month program of transformation activity and build internal capability to continue with the program.


The client needed to reduce costs, create capacity for growth and greatly improve customer satisfaction measured through Net Promoter Score (NPS).


We led a blended team throughout engagement, building capability throughout and we were fully accountable for financial results of program.


Capacity of over 300 FTE created through fundamental process redesign, reorganization and through better operations management and control, cashable savings equivalent to over £4m. Overall NPS improved significantly from a heavy minus score to +24% (at time of project closure). Over 100 people accredited at various levels of Lean Competency System. A team of 12 internal lean experts were built over time to continue with great work.