SC21 is strengthened by the community of participants, providers, practitioners, and assessors who drive continuous improvement across our supply chains.
In this month’s SC21 Provider Spotlight, we’re delighted to feature Susannah Clarke, Managing Partner at Process Management International (PMI), a different kind of performance improvement firm that has been transforming organisational performance since 1984. We sat down with Susannah to discuss PMI’s involvement with SC21 and how the firm supports companies on their improvement journey.
Tell us about you and PMI
PMI have been helping our clients transform their performance through better processes and more engaged people for over 40 years. We’re a principles-based consultancy, training and apprenticeship firm, we consult, coach and train in all areas of process and performance improvement.
Our #1 priority is delivering sustainable success and capability for our clients. We work as an open, honest and constructively challenging partner, giving you the benefit of our breadth of experience across industries and functions, with every kind of performance challenge.
Our consultants are experienced practitioners, they’ve been where you are, and they can relate to your people and help them succeed. We continuously invest in our methods, approach and content to bring best-in-class process and performance improvement services. You’re in good company; we’ve worked with thousands of clients in all sectors and industries in over 70 countries and in 10 languages.
As one of PMI’s Managing Partners, I work closely with clients to plan, design and develop events and programmes to transform their process performance, whilst building the skills and capabilities of their teams. My background in the learning and development sector, combined with my experience as EMEA Partner Director for Oracle Corporation, has given me a deep understanding of how to drive transformation at scale. I’m passionate about the development of leaders and partnering with them to help sharpen their performance and realise their full potential.
Why are you involved in SC21 (as a continuous improvement programme)?
SC21 aligns perfectly with what we do and who we are. We’re a principles-based firm, and SC21 provides a structured, recognised framework for continuous improvement that sits at the heart of operational excellence. The programme’s focus on sustainable performance and community resonates deeply with our core values.
We help organisations solve significant challenges by understanding not just the processes in their business, but the interrelationships between them. This goes beyond just strategic alignment, we leverage all their talent, resources and current improvement initiatives. SC21 provides an excellent platform for this collaborative approach. The programme’s emphasis on building capability and creating lasting change aligns with my own passion for developing leaders and helping organisations realise their full potential.
What improvements do you see businesses making through the SC21 programme?
Through SC21, we see businesses achieving real, tangible results. Companies are improving their quality and delivery performance, becoming more competitive and efficient. But perhaps most importantly, we see the development of a culture of Continuous Improvement that becomes embedded throughout the organisation.
We understand that process improvement plays a critical role in driving performance improvement. When companies work through the SC21 framework with focus and discipline, they unlock their full potential. We see them building stable processes, developing their people’s capabilities, and creating the foundation for sustainable success year on year. The transformation we witness isn’t just operational, it can be felt and seen in their culture, with teams becoming more engaged and empowered to drive improvement themselves.
What advice would you give a new company coming in?
My advice is to start with the Baseline Maturity Assessment. It’s free and gives you valuable insight into where you are today. From there, develop your Continuous Sustainable Improvement Plan (CSIP) and align it with your strategic objectives. This becomes your roadmap for success.
Engage with the SC21 community. There’s tremendous value in learning from others on the same journey. And involve your entire team, continuous improvement isn’t something that happens to your organisation, it’s something your people create together. Our experience shows that when you leverage all your talent and resources, the results are truly unprecedented. Don’t underestimate the power of developing your leaders and building capability throughout your organisation. That’s where the real, lasting transformation happens.
Tell us about the tools you provide and in what areas of SC21 do they help.
We’ve created an ever-growing suite of thought-leadership content and a comprehensive collection of eBooks, templates, and tools. These are all available at the point of need to inspire and empower you to tackle the challenges at hand.
You can benefit from ongoing support and interaction with our in-house experts through PMI LIVE webinars, insight from professional practitioners with our Room for Improvement video series, and the opportunity to learn from inspiring leaders with our Leading for Business Excellence podcast.
Whether you’re looking at process mapping, performance measurement, change management, or building leadership capability, our resources support you at every stage of your SC21 journey. We’ve designed and curated hundreds of resources to help you build a common language, stable processes, and ultimately, a culture of continuous improvement.
Tell us something about you – your passion, interest or hobby
I’m passionate about the development of leaders and helping them sharpen their performance and realise their full potential. Throughout my career, from my work with the Oracle Women’s Leadership Team to my involvement with TeachFirst, an independent charity transforming exceptional graduates into effective, inspirational teachers and leaders, I’ve been committed to developing people and building capability.
This passion extends to my work at PMI. I’m particularly interested in how organisations can embed continuous improvement into their culture by developing their leaders and engaging their teams. I believe that when you invest in people and create an environment where they can learn and grow, transformation becomes sustainable and truly exceptional. It aligns with one of our core values, leaving a legacy of success and capability wherever we go. That’s what drives me every day.
Process Management International
Contact:
+44 (0)1676 522 766
team@pmi.co.uk
PMI Head Office
Villiers Court,
Meriden Business Park,
Birmingham Road,
Meriden,
CV5 9RN, UK
