Our Organisational Transformation, Customer Experience and Performance Improvement practice seeks to drive real improvement to the business bottom line.

Organisations today need to be consistently looking at how they can create greater value for their customer, while improving their efficiency and effectiveness to remain competitive in a local or global market.


SPP helps organisations to measure existing performance and enhance their operations through targeted point solutions or broader transformational change programs, to achieve their potential.

We help to deliver measurable and sustainable improvements in the performance of businesses through optimising the efficiency and effectiveness of people, process and technology across the entire customer experience.

We are well versed in a number of services that support organisations across commercial, government and not-for-profit sectors in improving their operations, including:

  • Organisational transformation and change management
  • Customer experience design
  • Benchmarking and performance diagnostics
  • Identification & scoping of initiatives
  • Process improvement & re-design
  • Cost reduction
  • Shared services development
  • Supply chain optimisation
  • Capital management
  • Customer satisfaction improvement
  • Managing the R&D and innovation process

Key Contacts

Noel Leung  /  Partner

Noel is an experienced strategy consultant with more than 14 years of experience working with senior leaders of organisations in Higher Education, FMCG, Agribusiness and NFP sectors. She takes an evidence based approach to solving complex problems, partnering with clients...

Connect on email

Connect on LinkedIn

Ben Apted  /  Senior Partner

Ben Apted is a Partner of SPP.  He leads SPP's Education, Research and Digital Practices.  Ben is a thought leader and contributor nationally and internationally on higher education strategy, engagement and operations. He has led transformation of government service...

Connect on email

Connect on LinkedIn

David Mackay  /  Partner

David Mackay is a Partner of SPP and he leads SPP's Sports, Media & Entertainment and FMCG/Retail practices. David assists organisations to develop and execute business and technology strategy, and improve business performance through people, process and technology.  David...

Connect on email

Connect on LinkedIn

Phil Noble  /  Founder & Managing Partner

Phil Noble is the Founder and Managing Partner of SPP. He is an experienced General Manager, Consultant and Entrepreneur and has worked in a wide range of industries including financial services, telecommunications, infrastructure and Not for Profit.  Phil has...

Connect on email

Connect on LinkedIn

Bruce Bayley  /  Partner

Bruce has built strong expertise and connections in the Education and Government sectors. At the University of Melbourne, he held positions including Director of Strategy and Commercialisation and VP International. Bruce has also worked with other tier 1 consultancies...

Connect on email

Connect on LinkedIn