From being led to From being led to leadingleading

A tale forwards, backwards A tale forwards, backwards and a few steps to the right and a few steps to the right by Marcus Pheasant – Chief by Marcus Pheasant – Chief

OfficerOfficer

A case study and what we A case study and what we gained / lost in the process gained / lost in the process

A proactive startA proactive start The phases of FLB The phases of FLB ChangesChanges From being led to leadingFrom being led to leading

Back to the beginning of our Back to the beginning of our story story

Charitable aims Charitable aims Small teamSmall team GovernanceGovernance EthosEthos

Customers – the reason Customers – the reason whywhy

Why customers?Why customers? Who are the customers?Who are the customers?

Director interaction or notDirector interaction or not Customers journey Customers journey

2006-2008 Challenging times2006-2008 Challenging times

Losing moneyLosing money Inexperienced Team Inexperienced Team Change needed Change needed Customers Customers

Revisit our boardRevisit our board

The skills on board vs needed The skills on board vs needed skillsskills

Where we looked Where we looked Where people areWhere people areWere we ready Were we ready Board managementBoard management

2009 2009

Business (in a fashion)Business (in a fashion) New limited company New limited company Governance boost Governance boost Competition Competition Opportunities Opportunities Customers Customers

Period of change Period of change

Social Firms scheme Social Firms scheme New Director New Director Engagement period Engagement period Investment Investment Re-evaluation Re-evaluation

Yet more change Yet more change

Hearts and MindsHearts and Minds Critical mass to move Critical mass to move Next steps Next steps Reach application Reach application New Director New Director

Revisit our board - currently Revisit our board - currently

Skills audit Skills audit The business prospect The business prospect Our imageOur image Upwards managementUpwards management

What’s in it for the Directors What’s in it for the Directors

Community spiritCommunity spirit SkillsSkills ExperienceExperience Ability to help Ability to help Making a difference Making a difference

What’s in it for the What’s in it for the organisationorganisation

KnowledgeKnowledge Skills Skills Experience Experience A different mentality A different mentality HelpHelp Support Support

To infinity and beyondTo infinity and beyond

Name change and new Name change and new businessbusiness

Social Firm and Social Social Firm and Social EnterpriseEnterprise

Commercial servicesCommercial services Understanding our value Understanding our value

Lesson learntLesson learnt

Be prepared Be prepared Don’t assumeDon’t assume Communicate Communicate Challenge and be challengedChallenge and be challenged Admit weaknessAdmit weakness

Further questionsFurther questions

Customer service Customer service What does it mean for the What does it mean for the

Directors? Directors? Opportunities Opportunities UnderstandingUnderstanding An organisation that leads not An organisation that leads not

led led