Change Management
Companies go through changes all the time. Whether due to market forces, competitive pressure or introduction of new technology to serve customers better - changes happen in every organization.
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With any change (but especially major) things usually get worse before they become better. This is due to disruptions to old ways of doing things which many people become used to. How much worse and for long depends on effectiveness of managing the change though. Poor change management can result in lost productivity, employee turnover and customer impacts. Such productivity loss and its impact on employee dissatisfaction in turn impact the adoption and utilization of the change/system/process required to achieve business objectives.
Research shows that projects that had strong change management are 6 times more likely to succeed than projects with poor change management...and that's where INFINITUDE Business Advisory comes to assist.
Using world-known and widely recognized Prosci(c) change management methodologies INFINITUDE Business Advisory brings their global experience as well as best practices of managing the change within our customers’ business to maximize the results of their projects and investments into anticipated change.
See below some of our successful Change Management projects. Get in touch with us for your specific needs.
Maximizing Assets Value
Situation: Complex business environment with multiple tools providing decision making data - often with varying accuracy. Decision slows, assets & data un-trusted.
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Action: We reviewed existing tools / management information infrastructure and data generation practices. Unified change execution across entire chain synchronizing assets and data quality. ​
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Result: data quality improved from ~77% to 99.75%; issue resolution time shortened by 25%, asset utilization increased by 75%.
Effective Change Execution
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Situation: In high-volume change environment, critical changes were often executed with 5 out 10 success rate.
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Action: We reviewed existing change execution practices and introduced only 5 step variation into existing change execution process. This ensured validation of executed changes before they becomes live.
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Result: critical change execution success rate nearly doubled going from 5-out-of-10 to 9-out-of-10.
Building CEM capabilities
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Situation: Customer heavily investing into CEM area to grow existing practices and capabilities. A lot is being measured, but confusion around what matters.
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Action: We analyzed the measured CEM metrics and VoC/NPS surveys, identifying critical aspects and driving organization alignment on what really matters to CEM - from metrics to execution.
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Result: clear visibility of critical customer experience aspects with clearly defined performance thresholds for improved service. The investment ROI of 4-to-1.