CASE STUDIES

The Chartered Institute of Building

Quantitative and Qualitative Member Research | Structure Review | Events, Services and Communications Audit | Member Communications

The CIOB needed to develop a deeper understanding of how its membership products and services could be best delivered through its international regional and local network.

The Chartered Institute of Building (CIOB) has over 45,000 members, 20% of whom are based outside of the UK.

As part of a wider strategic project on the Future of the Local CIOB, we were commissioned to carry out a programme of research to gather essential insight into members' views and attitudes to regional and local activities - current and future - investigating levels of engagement, reasons for non-engagement, member communications and the support provided.

Our research programme included an online quantitative member survey followed by qualitative research with a subset of individuals across the globe. Following in-depth analysis of the results, we presented our findings and delivered a comprehensive written report that included advice for the senior management team, project working group and board. The report discussed key areas to consider when determining how the local CIOB should be shaped to meet member need, while continuing to address its overarching strategic goals.

Following the highly successful research phase, we were re-appointed to carry out an organisation-wide audit of events, service delivery and member communications, covering head office activity and international regional and local activity. Our report gave detailed recommendations for improvements to event and service management and delivery and communications, and for local and regional structure and function. Our recommendations formed the core of the working group's final paper to the board.

Further work included member communications and a member consultation - by online survey - on the proposed local CIOB structure. We are currently working with the CIOB on delivery of the recommnedations, including managing and implementing a communications strategy and plans.

Working with Ashridge on the research phase of such a large-scale change project was effortless. We all quickly adapted to what was - pretty much - an extension to our in-house team. They were extremely professional, flexible, communicative and agile in their approach. Their reports and communications were well structured and informative, giving all levels of the organisation, and members, a succinct platform to comprehend insight findings and the final recommendations. This enabled my team and the project to achieve the outcomes needed, delivered on time.

Amy Gough CMgr MCMI, Director of Operations, CIOB