TOTUS Consultancy

Totus' background

About Totus Consultancy

Totus Consultancy was founded with the ambition to apply corporate best practices in the field of organisational design to public-sector collaboration, while fully respecting the dynamics and context of the public domain. Totus operates at the intersection of agreements, governance and effective execution. We help organisations design and organise complex collaborations more effectively, through clear process agreements, defined responsibilities, transparent decision-making and a rhythm of continuous improvement.

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Owner Jordi Zwart

My core expertise lies in designing, governing and optimising organisations and collaborations. I had the privilege of starting and developing my career at KPN, an environment that offered exceptional access to knowledge, training, leading consultancies and significant operational responsibility from an early stage. My initial focus was on achieving “more for less”: higher customer satisfaction at lower operational cost. This led me to manage a wide range of programmes and projects centred around operational excellence and customer excellence. Initially focused on internal operations, my work soon evolved towards optimising collaboration across complex supply chains and partner ecosystems. This is also why I became a Lean Six Sigma Black Belt and have since led numerous implementation programmes, improvement initiatives and organisational rationalisations. Over time, I specialised further in business analysis, process modelling and forecasting complex operational chains through methodologies such as process mining and BPMN. I also implemented decision-supporting frameworks such as S&OP and IBP, and became a long-standing speaker at the Institute of Business Forecasting (IBF) on these subjects.

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Later in my career, as co-owner of the hardware service programme for KPN and its subsidiaries, I expanded my focus from operational optimisation towards the governance of partnerships, suppliers and broader stakeholder ecosystems. There were many highlights, and a few difficult moments, but I remain especially proud of achieving the position of second-best Apple service provider worldwide for two consecutive years. It captures the essence of my professional philosophy: designing operations around customer experience. This same focus later returned in organisations such as Asurion, where we achieved monthly NPS scores above +60 for both 3UK and KPN within a highly complex service journey.

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Today, I have been active in the public sector for many years. Alongside my political involvement and the successful founding of a local political party, I primarily work as a strategic governance advisor. After the organisational separation between the Dutch Tax Administration and the Benefits Authority, for example, I helped redesign the collaboration agreements between directorates and rationalise covenant management. I also contributed to the Central Access Point for Zero Emission Zones, a politically sensitive and operationally complex initiative that nevertheless has the potential to become a new standard for environmental regulation and public execution. I work with executive agencies, universities and ministries, always bringing the practical knowledge gained in large international network organisations into public-sector environments. That experience matters.

Because if there is one thing I learned from organisations such as Apple and Samsung, it is this: successful collaboration is never accidental. The execution model is deliberately designed around the customer promise and meticulously translated into agreements. These are not “small print”; they are the operational rules that prevent friction, ambiguity and failure. The full lifecycle of the collaboration is designed upfront: investment responsibilities, governance structures, risk handling, improvement obligations and the distribution of costs and benefits. Even unforeseen circumstances are addressed in advance through agreements on how parties should act when operational reality changes. ​I have designed, governed and optimised these collaborations in real operational environments — repeatedly. That experience is relatively rare. Combined with my work as a registered mediator in large business disputes between 2019 and 2026, it also gave me direct insight into what happens when organisations fail to invest sufficient attention in their agreements and governance structures. Together, these experiences shaped a broad and practical understanding of collaboration and organisational design.

Approach

I keep my expertise up to date through professional literature, practical experience in assignments, active engagement with my professional network and participation in the Lean Leadership network of LSSN. In assignments, I operate independently while working closely with management teams, boards and executive leadership.

I help organisations make choices explicit, clarify responsibilities and structure decision-making so that execution becomes more predictable and governable. My work does not begin with a methodology, but with a six-point analysis of the system itself:

1. What should the collaboration or organisation achieve?

2. Which agreements are currently in place?

3. How is the organisation being governed?

4. Where do responsibility and mandate sit?

5. How do governance and execution relate to each other?

6. What does the customer or citizen experience?

From there, I design integrated structures that restore governability and make execution more predictable. Operational Excellence serves as the underlying framework for this approach.

What you can expect

• The design of governable collaborations, with attention to agreements, governance and continuous improvement

• Agreements that strengthen collaboration and execution

• Decision-making structures that remain effective under pressure

• Information flows and processes that are governable, compliant and continuously improving

Totus Consultancy deliberately operates as a small and selective practice.

Where necessary, assignments are supported by carefully selected senior associates.