Align The Team
Head For The Same Destination
Regardless of the path, everyone must be working towards the same Vision, Mission, Values, Priorities, Goals, and Operational components that lead to the same destination.
Where Are You Now?
Before you develop a plan, it's important to understand where you're starting from. We help you set a starting point:
Readiness Assessments
Administrative Audits
Operational Audits
Resource Audits
SWOT (Strength Weakness Opportunities Threats) Analysis
Business Gap Analysis
Where Do You Want To Go?
Your business plan got you started but now it's time to plan on being competitive long-term. Let's get you started with:
Charter Development
3 and 5 Year Vision Roadmap Development
Mission Development
Goal Development
Objective Development
What Will Get In The Way?
You don't want your plan to be derailed by unexpected roadblocks. We'll help you identify things that might get in your way or interrupt your progress:
Core Value Development Sessions
Risk Assessments
What Do You Need To Do?
It's important to know exactly where you need to start so that you get the biggest return on your efforts. We'll help you set priorities for your plan so that you can monitor your progress:
Priority Development
SMART Goal Development
Performance Indicator Development
How Do You Implement?
What's the point of a plan if you have no idea how to put it into action. We'll show you how to set plans in motion and see them through:
Implementation Planning
Action and Task Planning
Critical Capacity Assessments
Performance Measurement Development
Strategy Development
We take into consideration a number of factors associated with the service business such as:
Market conditions that impact growth and service demand
The state of the organization, performance gaps and areas for improvement
Service level targets necessary to meet customer satisfaction goals
Resource requirements to meet projected service demand
Staff training and development initiatives
A review of the service portfolio
Tools and systems to enhance efficiency and productivity
The financial plan for the organization and more…
We facilitate meetings, conduct research, identify requirements and gather the necessary data to develop the strategic plan. We also create the planning documents and provide an executive presentation to communicate the strategy to senior management and the staff
Organizational Design
We can help design or redesign your service and support organization for maximum efficiency. We evaluate the current organizational structure, interview key management personnel and determine if the current functional structure is aligned to meet your future strategic objectives.
Our Approach
We conduct a high level assessment and provide a report outlining our recommendations for restructuring the organization. We also provide an implementation plan that will help you:
Streamline the Organization Structure
Define Span of Control and Accountability
Develop Measurable Management Objectives
Create Key Performance Indicators and Scorecards
Assist in Developing Management Position Descriptions
Assist in Defining Management Skills and Training Requirements
In conjunction with the organizational re-alignment, processes and operating procedures are examined to determine if they are enabling the organization to deliver the most efficient service at the right level of quality to customers.
Service Program Design
We can help you design an effective service portfolio to meet your clients needs and generate revenues for the company.
In addition, we can evaluate your current delivery capability, identify gaps and make recommendations to ensure you are fully prepared to deliver the new services effectively.
Our Approach
We examine fundamental service requirements as well as response and resolution commitments, delivery requirements, value added components and the economics associated with delivering the offerings, based on your market segment. Our approach includes:
Interview customers from each segment to validate their service requirements
Assess the capability of the organization to deliver the new service offerings
Identify gaps in delivery capabilities and make recommendations to close them
Help develop the service infrastructure to deliver new services
We deliver a comprehensive analysis and customer segmentation strategy, along with a proposed set of services. In addition, we provide an assessment of delivery capabilities, identify gaps and provide improvement recommendations to ensure your organization can deliver services effectively.
Global Service Model Review
Does your infrastructure enable you to deliver the most cost effective service and support across the globe utilizing staff and technology in the most efficient manner? We can help answer these questions and assist in designing a global service model that will maximize the efficiency of your operations.
Our Approach
We can help optimize the capability of your service and support global operation. We conduct a thorough review of your global service operation including:
Review of the corporate structure and service objectives
Review of service portfolio and customer base
Examine skill requirements and resource management issues
Compare performance to industry best practices
Our strategic planning process will deliver a comprehensive analysis of the performance of the current service model.
Change Management:
People ~ Process ~ Technology
Service organizations are under constant pressure to improve quality and efficiency and as a result, change management is crucial to their success. In order to achieve this, change is required whether it be minor process improvements or major upgrades of technology and systems. The necessary changes required for a service organization to evolve and be successful hinges on how well it adopts changes.
Change Readiness Assessment
The first step in ensuring a successful project is to assess the organizations readiness for the impending change. This includes interviews, use of survey tools and round table discussions with management and all key contributors affected by the change. We use assessment results to prepare the organization for change and to help team members/management understand and overcome any underlying reasons for resistance and help develop strategies to overcome these barriers.
Change Management Methodology
We use the “five phases of effective change” methodology to ensure the change is implemented successfully. Using the most appropriate change model that corresponds with the size and complexity of change that needs to occur. Project plans for any system or technology implementations are aligned and incorporated with the change management plan. We can assess your current situation and help you choose a change model or we can manage the entire project from concept through to completion.
