4D was created by executive-level managers who have extensive in-house experience and we now assist some of Australia’s largest organisations to ensure they meet their potential.

“No matter what the starting point of a conversation with a client is, we will work with them to jointly understand the real ‘big picture’ and then design and deliver a solution that not only solves the original issue, but sets the client up for even greater future success. This is what we love doing.” – Charles Hardman

What we do can be described as customer strategy and service design. Some clients like to use descriptors like business excellence, process improvement, business transformation, business strategy, strategic planning, continuous improvement or change management.

We craft robust solutions to complex problems and provide practical hands-on assistance to improve your organisation.

We work with you to discover how the business is currently tracking in relation to delivering on your promise to customers and what opportunities there are for improvement. We consider any challenges, your environment, current capabilities and your goals.

Then we design a plan to ensure your success.

What makes us a little different from other consultants is that we’ll deliver the plan if you need us to. That can range from coaching to one of our team taking up a role in your organisation to roll out the plan.

Once things are running smoothly, we’re always on-call to help drive continuous improvement.

This discover, design, deliver and drive approach is the backbone of our practice and the reason we’re called 4D.

A customer strategy is a plan of action designed to achieve alignment between your organisation’s objectives and what your customers value and expect.

There are often distinct gaps between what your customers value and expect, what they actually experience from your organisation, and what your organisation is able or willing to deliver.

Effective customer strategy accounts for the needs and capabilities of both the organisation and its customers. From this, service design that is valued by customers and valuable to the business can be implemented.

Many organisations are spending huge amounts of money on the user experience, or experience design. Focusing on the front-end components of the customer experience without an equal focus on the back end is a waste of time and money.

Service design is all about ensuring your organisation’s capability to meet your customer strategy and service experience goals; improving or building capabilities where required; and harmonising the whole across channels and across processes.

It is the activity of planning and organising your people, processes, technologies, and your environment to optimise the quality of the experience between your customers and your organisation.

As businesses grow and customer expectations evolve, change is inevitable. For some people it is exciting, for others a source of concern. Effective change management and great leadership can be the difference between creating a finely-tuned organisation and a limping troublesome one.

Once we’ve created a roadmap for transforming your business, we’ll roll up our sleeves and help you deliver it. And along the way, we will coach and develop your people so that once it’s running at its peak, it stays running at its peak.

With technology, industry and consumer expectations constantly evolving, it can be easy for even great leaders to find themselves wrapped up in the day-to-day running of the business with little attention paid to continuing to increase their capabilities as leaders. We can work with your team to identify opportunities for personal growth, and design an effective  approach – through mentoring, training or coaching, to help your leaders evolve to meet today’s challenges.