Cairns, Tim 106, 109
Capgemini, and the Duke of Edinburgh International Award, case study 155, 166-74
career counselling 105
case-oriented applications 184
Chaffey, Nick 65
challenges, in consulting projects 10
change management 11, 47-74
change 129
consulting, and innovation 49-50
projects, speed 51
twin-track approach 290
Cheetham, Phil 257
Chevallier, Jean 42
client cynicism 6
client-consultant relationship 1, 4, 12-14, 21-22, 82, 157-58, 220
coaching 163, 164-65
collaboration 1, 12, 21-22, 23, 30, 231, 278
collaborative product development (CPD) system 248-49
commercial operator licensing requirements 234
commitment
client 10, 13, 82
consultant 7, 10
communication 21-22, 139, 158
community hospitals 113, 127
complexity 45, 48
congestion charge, London 22, 63, 175, 176, 177, 179, 190-99
consulting
change management 17, 47-74
human resources 9, 10, 17, 79-110
information technology 9, 12, 16-17, 175-217
speed 177-78
multi-sourcing 178
operational improvement 111-54
five pillars 112-14
strategy 9, 17, 155-74
consulting projects, challenges in 10
Continental Airlines 115
Cooper, Yvette 182
cost management 19
Cottam, Bob 41, 43-44
creativity 37, 87
credit card transactions 121
Criminal Justice Extranet (CJX) 186
Criminal Justice System 183
JTrack system 176-77, 179, 182, 183, 186-88
Justice Gap Action Team 179, 183, 185, 188-89
Narrowing the Gap strategy 181-89
Persistent Offender Scheme 181-82, 185, 187, 188
critical success factors 15
Crown Prosecution Service 193
CSC Computer Sciences Corporation 256
and BAE Systems, case study 266-73
Catalyst™ approach 272
cultural challenge 10
culture 12, 21-22, 49, 54, 80
armed services 107
customer expectations and behaviour 34
customer relationship management (CRM) 25, 26-27, 28, 29, 183, 184, 236
customer service 25-26, 27, 28, 29, 31, 32
BT 35
Sainsbury's Supermarkets 244-47
Tesco 53-56