Prior to this assignment Oakland Consulting LLP were engaged by several major stakeholders of London Underground Capital Programmes Directorate (LU CPD) to investigate the potential development of a formal quality system. The purpose of the work was to improve project and programme delivery performance. Specifically reviewing processes, systems and behaviours of the delivery element in LU CPD.
An in-depth 12-week study delivered a scalable picture of ‘what quality could look like’ and the steps required to achieve these objectives. That picture used Oakland’s Quality framework [Performance, Leadership, People, Processes, and Quality & Culture/Values]. One of the Leadership actions was to provide a single visible leader of quality.
Consequently, Oakland was asked to provide an experienced quality professional to provide interim cover for the new role, Head of Quality. The interim cover was expected to last about 10 months and focus on:
The interim Head of Quality role ran for 9 months before the appointment of the permanent Head of Quality. As a result, by the end of that period we had:
Our handover report to the Directorate provided recommendations for the next steps to improve quality across CPD’s operation.
During a period of organisational change Oakland were adaptive, went the extra mile and brought innovative and very practical tools to the business. They brought technical knowledge and were very professional. One very positive aspect of the interim role was that Oakland cared – they took on work areas as if they owned the problem, showed passion and were self-motivated.