Rhys Williams (Associate)
With nearly 30 years' experience, Bernard Hawkes is an
accomplished consultant with extensive experience of
facilitating organisational change.
Following an early career in
programming and testing, Bernard spent over 13 years at Logica.
During this time, he was QA Manager for their defence
subsidiary, developed Logica’s 3rd generation process-based
Quality Management System and went on to become a Principal
Consultant in their Enterprise Performance consultancy practice.
Bernard left Logica in 2000 and has since been an independent
Bernard has proven ability to introduce management systems,
processes and supporting tools into complex environments. He has
a strong grounding in business analysis and quality management
complemented by consultancy skills gained through a variety of
assignments with major commercial and government organisations.
Bernard is a capable functional and project manager with
well-developed people skills, and a talented communicator and
facilitator at all levels.
Some of his major achievements have been:
Consulting on the
successful transfer of Tesco Property's £1.2b property
development programme from a legacy application to a
customised knowledge management solution.
Managing a project to
introduce Service Level Measures into Electrolux IT's
Service Agreements, achieving above the one-year target of
75% of products with measures.
Advising and supporting
Electrolux IT's Head of Account Management in the design and
implementation of the organisation and processes for this
newly-formed Europe-wide function.
Managing the development of
a common set of processes for Electrolux IT Service
Delivery. These facilitated rationalisation of the
organisation and its supporting tools across the whole of
their European IT operation, including merging of Service
Working with IBM to define
and negotiate service management and delivery processes for
outsourcing Electrolux's desktop services. These processes
were approved and adopted for Europe-wide use by Electrolux
and IBM as the basis for operating the outsourced service.
Managing a study for the
Office of the Parliamentary Commissioner for Administration
and the Health Services Commissioners. The study documented
their working processes and defined their requirements for a
replacement Case Management system. This led to a successful
Achieving initial TickIT
registration to ISO 9001 as QA Manager for Logica's Defence
and Civil Government subsidiary. Managed quality within the
subsidiary to achieve re-registration at the end of the
initial three year period.
Rhys has over
10 years’ experience of process consultancy and project management.
During this time he has worked on process / re-engineering assignments
for Barclays, Society for Worldwide Interbank Financial
Telecommunications (SWIFT), NatWest, Electrolux, AMT-Sybex, British
Telecommunications and Friends Provident and has managed a strategic
project for Tesco Property Services.
Some of his major
achievements during this time have been:
- Managing the
implementation of a web-based Knowledge Management System at Tesco
a Global Process Framework (across 14 locations) at Electrolux IT
Solutions. This project included documenting ‘as-is’ processes,
implementing ‘to-be’ processes and general alignment and
re-engineering of processes across 14 operational centres.
Re-engineering processes across 3 international sites for SWIFT to
align the ways of working at each location. This alignment was
particularly important as each site provided operational back-up for
the other two as part of the company’s contingency plans.
Implementation of the change management process increased network
availability to 99.99%
Barclays Technology Services and SWIFT achieve their stated aims of
gaining ISO 9001 certification (by documenting ‘as-is’ processes,
implementing improvements, training staff and auditing the finalised
Developing and implementing a Quality Management System for NatWest
Rhys is an
effective communicator, influencer and negotiator with proven experience
of facilitating workshops and meetings. He has excellent analytical and
organisational skills and a good knowledge of industry best practices
and standards, including ITIL and ISO 9000 series, and their practical
Rhys has a
pragmatic approach to process design and analysis, is used to
communicating with all levels of staff, hase been influential in
strategic decision-making and has attained the ISEB Foundation
Certificate in IT Service Management (ITIL).
With each client,
Rhys has ensured that processes are not just implemented as short-term
fixes. By implementing effective process frameworks, strong processes,
useful metrics and continuous improvement programmes, a culture is
promoted whereby process improvement becomes part of business as usual.