NSPCC
“Stellar gave us a simple but powerful framework and an understanding of what we needed to do to achieve peak performance. The functional clarity and creative inspiration that goes into the Stellar process means that we moved rapidly into a different and more effective operating space, individually, as a team and as an organisation.”
John Grounds, the Director of CPC
The NSPCC Child Protection Consultancy goes Stellar
The NSPCC, the National Society for the Prevention of Cruelty to Children, is the U.K.’s leading children’s charity with over one hundred years of dedicated service to making children safer. Their Full Stop campaign, launched at the beginning of the century, is dedicated to eliminating avoidable abuse to children.
Making children safer by making organisations safer
In 2009-2010 the NSPCC recognised the evolution of their services to corporate UK by forming a consulting operation, CPC, dedicated to advice, process change and training that would make private, not-for-profit and public sector organisations safer for children.
This has the added significant benefit of protecting the client organisation’s reputation as well as its employees and, if appropriate, volunteers.
CPC clients protect their reputation and benefit children and employees
For example, Sport England has a significant contract with CPC to ensure safety and protection in the innumerable coaching and sporting activities that take place with children across the country in schools, clubs and communities. Sport England recently renewed the contract for a further two years. The Child Protection in Sport Unit celebrated it’s 10th anniversary in 2011 and also has contracts with Sport Cymru and Sport N. Ireland.
There are many other organisations that interact with children including fast food chains, travel companies, retailers, leisure centres, care centres, voluntary organisations, schools, fire, police and medical centres that similarly benefit.
The challenge
The NSPCC is a charity but CPC charges fees for consultancy and training and takes on clients on a commercial basis, as well as choosing to donate time to certain organisations.
The effect of its work is to make children, communities and organisations safer, while financial effectiveness improves the overall performance of the NSPCC.
The project
Given its mission, it is of great importance to CPC to operate as close to peak performance as possible, and during the early phases of development during 2010/11, they could see the benefit of the Stellar process allied to a focus on identifying how to create more value for their clients, i.e. the organisations they work with.
They wanted to ensure that the National Training Centre and its courses, digital training, consulting and advisory services all hit the mark, being absolutely on brand, achieving the full potential of the profound expertise the NSPCC has gained, and fully meeting the needs of clients.
Stepping Stones Consultancy Ltd, a leading Stellar practioner, started to work with them in the spring of 2011, a deep dive discovery yielding insights about clients, operational process, culture and brand.
Stepping Stones then ran its workshop processes with the client leadership team, developing shared insights about CPC’s identity and brand system, and then an integrated action plan.
By the summer, participants commented on the change in energy, focus, cohesion and clarity that arose from the process.
“Value, satisfaction and action”
According to John Grounds, the Director of CPC:
“Stellar gave us a simple but powerful framework and an understanding of what we needed to do to achieve peak performance. The functional clarity and creative inspiration that goes into the Stellar process means that we moved rapidly into a different and more effective operating space, individually, as a team and as an organisation.”
During the project, we also applied our Experience practice to identifying and describing the key stakeholder groups. For each segment, we identified the paradigmatic value that clients were seeking, so that this could be applied into all points of the client journey. The insights were expressed in simple, functionally-effective terms that ensure strong differentiation.
According to Helen Keefe, Head of Planning and Development:
“This provided an important tool for our work, ensuring that website, call centre, training, consulting and communications are better designed to achieve our unique vision and increase client value, satisfaction and action.”
