Context / Issue

A global team partway through a consultant-guided change journey had already made strong headway: improving delivery performance, boosting collaboration, and restoring trust. The next critical step was transitioning these gains back into the business-as-usual (BAU) environment. This required every team member to step up, own the change, and integrate new practices into everyday work.

Our approach

Having already co-developed robust processes, training, measurement systems, and team practices, we turned our focus to making the change sustainable. We created practical transition ‘how-to’ packs tailored to the team’s workflow and embedded these with targeted on-the-job coaching and feedback. This wasn’t about dropping tools and walking away. It was about building muscle memory and giving people the confidence to take the reins.

Alongside this, we introduced a team-wide governance rhythm that aligned seamlessly with existing QA meeting structures. Most importantly, we shifted from implementing to coaching. This gave every team member the space to take control, experiment, and confirm they had the clarity and support to sustain and evolve the benefits in Business as Usual.

Benefits realised

The result was a confident, self-sustaining global team proud of what they’d achieved, and even prouder to be able to run things themselves. Not only did they sustain previous gains, they also accelerated them, achieving a 100% improvement in SLA performance even as customer demand and work complexity both doubled.