BJA – Testimonials
The Museum of London Group
In 2006 the Museum of London carried out a fundamental review of its visitor experience function covering all aspects of customer interaction across the organisation. This review resulted in a major restructuring of this aspect of the business and an introduction of a wholly new approach to dealing with our customers. BJA Associates were the consultants who worked with us to achieve these changes
BJA took a very pragmatic approach to assisting us with this based on the sound principles of ensuring we could provide the best possible quality of service to our customers, together with maximising revenue from all aspects of the front-of-house
I was particularly impressed by the speed with which they came to terms with the task, their in-depth knowledge of the needs and pressures of running a visitor services function, and their focus on solutions and results rather than simply identifying the problems
Too many consultants these days focus on trying to baffle their customers with the latest “management speak” combined with glib phrases and a hard-sell approach which lacks real substance and when considered in the round adds little to a review process other than the name of the consultancy. BJA were different when we used them. They took time to assess our needs, were knowledgeable and practical, examined the problems from the point of view of our customers, and applied a proper commercial approach to the examination of our potential for increasing revenue whilst acknowledging and taking into account the cultural issues within an organisation such as this. They gave the impression of being truly interested in this project succeeding and appeared to see its success as being of personal importance to them. This personal approach and their close engagement with the change process was of vital importance to keeping the project on track
In my experience it is extremely hard for an internal review team to apply objectivity to reviewing a complex function such as this, and to gain a true understanding of where you are and where you need to be it is always sensible to get an external health check done by experts in that area of work. Only then will you have a chance to come up with truly creative solutions for either fine-tuning the function or for radical change where necessary
BJA have been particularly useful for:
- Benchmarking the quality of service being provided
- Identifying areas that require change and recommending actions on workforce structure, standard operating procedures, quality standards, revenue generation, physical layout, training and development and ongoing improvement
- Providing interim cover to facilitate the changes
- Giving personal advice and coaching to review team members
- Drawing up the quality standards framework
- Advising on the change process and keeping the function operational while change was being implemented
I would have no hesitation in recommending BJA to anyone who is considering a review of their front-of-house function
Mark Merka-Richards
Head of Human Resources
Museum of London Group
Scarborough Borough Council
In 2006 Scarborough Borough Council decided to review its current operation of leisure facilities with the view to looking at a Trust and in order to assist with capacity BJA were appointed to provide the necessary background information
Bryn Jones the lead consultant quickly outlined the view of the market and organised necessary contacts and visits to speak to people who had gone through the Trust process. A very pragmatic report was produced outlining the advantages and disadvantages of a Trust compared to retaining services in house or engaging with the private sector
This work helped inform a Cabinet report to discuss the issues and to provide Members with the necessary information in order to decide on future delivery options
Following the successful outcome of the Leisure Trust work, BJA were appointed to carry out a piece of work at the Scarborough Spa and Whitby Pavilion. The brief was to increase income and improve the 'bottom line.' BJA clearly had extensive experience on operational management of facilities and reviewed staff structures, service performance and policy to produce a very pragmatic report on how to move forward. This report was then turned into an Action Plan which has now largely been implemented and created considerable reduction in the subsidy of the Spa. BJA also helped implement the Action Plan by setting up working groups on customer service standards which revitalised staff's attitude to service and their commitment to the Spa
BJA clearly have extensive experience in management and service standards throughout the cultural sector and I would therefore have no hesitation in recommending them to other colleagues or using them on future work for Scarborough Borough Council
Steve Hollingworth
Former Head of Tourism and Leisure
Scarborough Borough Council
Scarborough Museums Trust
Working with BJA has given Scarborough Museums Trust several advantages; BJA's experience in the top end of the heritage attractions / museums sector has allowed this small organisation to develop big picture thoughts. Their combination of strategic overview and attention to detail has provided a good framework for our new manager and one which she is now building on
Bryn's particular style has allowed us to use him as a coach and mentor and his flexibility has been key to the success of this approach
BJA's involvement has also helped to establish the Front of House operation as a strategic level function, which in turn enhances the sustainability of the organisation
Shirley Collier
Chief Executive
Scarborough Museums Trust