Internal Service

Internal service is the 'glue that holds us together', and is a particular CLA forte. In creating a deeper understanding of colleagues as internal customers, we develop a range of practical models adopted by line management within an approved organisational framework. As such they produce a living library of case studies from which the organisation can both learn and instruct successive groups and subcultures.

"The more people involved in the delivery of goods and services the less likely it is that the customer will be totally satisfied". (Bennett 1993)

Whether customer facing or not we can all make or break the links in the Service/Supply chain by the way we respond internally and externally. Getting this right ensures that customers or potential customers experience a professional, efficient and technically advanced team of self-motivated people. Background article

Personal Development Plans (PDP)

Many organisations have, or are about to introduce these plans. Getting them right first time is crucial, and CLA have invested considerable time in producing useful guidelines for their implementation.

Change Management Initiatives

Introducing opportunities for training teams to be supplied with customised material prepared and revised by CLA consultants.

Information Systems Management

'Through its inventions and combinations of knowledge, the technology process clearly does transform social relations and actions'. Scarborough & Corbett (1992): Technology and Organisation.

CLA will address the integration of hard and soft skills development, through which IT becomes a powerful agent of change in areas where it might least be expected.

Organisational Support Materials

CLA offer customised material, for a wide range of events from a conference presentation to a national advertising campaign.

Design and Delivery of Customer Care and Management Training Programmes

CLA deliver customised training designed to fit organisational strategies and objectives for a wide range of clients, including :- Ford of Europe, Rolls Royce Civil Engine Group and clients in the Middle East principally Dubai & Bahrain.

Our portfolio page will offers more details concerning the background and implementation of these programmes.