Bernard Hawkes

With nearly 30 years' experience, Bernard Hawkes is an accomplished consultant with extensive experience of facilitating organisational change.

Following an early career in programming and testing, Bernard spent over 13 years at Logica. During this time, he was QA Manager for their defence subsidiary, developed Logica’s 3rd generation process-based Quality Management System and went on to become a Principal Consultant in their Enterprise Performance consultancy practice. Bernard left Logica in 2000 and has since been an independent consultant.

Bernard has proven ability to introduce management systems, processes and supporting tools into complex environments. He has a strong grounding in business analysis and quality management complemented by consultancy skills gained through a variety of assignments with major commercial and government organisations.

Bernard is a capable functional and project manager with well-developed people skills, and a talented communicator and facilitator at all levels.

Some of his major achievements have been:

• Consulting on the successful transfer of Tesco Property's £1.2b property development programme from a legacy application to a customised knowledge management solution.
• Managing a project to introduce Service Level Measures into Electrolux IT's Service Agreements, achieving above the one-year target of 75% of products with measures.
• Advising and supporting Electrolux IT's Head of Account Management in the design and implementation of the organisation and processes for this newly-formed Europe-wide function.
• Managing the development of a common set of processes for Electrolux IT Service Delivery. These facilitated rationalisation of the organisation and its supporting tools across the whole of their European IT operation, including merging of Service Desks.
• Working with IBM to define and negotiate service management and delivery processes for outsourcing Electrolux's desktop services. These processes were approved and adopted for Europe-wide use by Electrolux and IBM as the basis for operating the outsourced service.
• Managing a study for the Office of the Parliamentary Commissioner for Administration and the Health Services Commissioners. The study documented their working processes and defined their requirements for a replacement Case Management system. This led to a successful implementation project.
• Achieving initial TickIT registration to ISO 9001 as QA Manager for Logica's Defence and Civil Government subsidiary. Managed quality within the subsidiary to achieve re-registration at the end of the initial three year period.

Rhys Williams

Rhys has over 10 years’ experience of process consultancy and project management. During this time he has worked on process / re-engineering assignments for Barclays, Society for Worldwide Interbank Financial Telecommunications (SWIFT), NatWest, Electrolux, AMT-Sybex, British Telecommunications and Friends Provident and has managed a strategic project for Tesco Property Services.

Some of his major achievements during this time have been:

• Managing the implementation of a web-based Knowledge Management System at Tesco Property Services.
• Implementing a Global Process Framework (across 14 locations) at Electrolux IT Solutions. This project included documenting ‘as-is’ processes, implementing ‘to-be’ processes and general alignment and re-engineering of processes across 14 operational centres.
• Re-engineering processes across 3 international sites for SWIFT to align the ways of working at each location. This alignment was particularly important as each site provided operational back-up for the other two as part of the company’s contingency plans. Implementation of the change management process increased network availability to 99.99%
• Helping Barclays Technology Services and SWIFT achieve their stated aims of gaining ISO 9001 certification (by documenting ‘as-is’ processes, implementing improvements, training staff and auditing the finalised processes).
• Developing and implementing a Quality Management System for NatWest Development Team.

Rhys is an effective communicator, influencer and negotiator with proven experience of facilitating workshops and meetings. He has excellent analytical and organisational skills and a good knowledge of industry best practices and standards, including ITIL and ISO 9000 series, and their practical application.

Rhys has a pragmatic approach to process design and analysis, is used to communicating with all levels of staff, hase been influential in strategic decision-making and has attained the ISEB Foundation Certificate in IT Service Management (ITIL).

With each client, Rhys has ensured that processes are not just implemented as short-term fixes. By implementing effective process frameworks, strong processes, useful metrics and continuous improvement programmes, a culture is promoted whereby process improvement becomes part of business as usual.