Retail/consumer goods
Problem
My client, a global multi-brand retailer, sought to implement a new software solution to their 1,800 person Call Center. The vision for the project included not just new technology, but new processes and organizational changes.
Solution
Serving as a Senior Organizational Change consultant, I partnered with local executives and project team members to develop a solution to enable the change. Initial deliverables included Stakeholder and Change Impact Analysis as well as Training, Communication and Risk Mitigation Plans. A Change Champion program was created with representatives from each team to provide insight on potential resistance to the change and plan for mitigation. The Change Champions also provided assistance with testing and post Go-Live Support. Communication and Training materials included posters, flyers, video announcements, manager Talking Points and documentation.
Results
The plan was implemented, users were supported at Go-Live and Post Go-Live in their new processes and the technology was successfully adopted.
Technology Leveraged
Oracle Retail, Centric PLM, Bamboo Rose (Tradestone PLM), Manhattan Software, Articulate Storyline, LMS Administration, Microsoft Project. Word, PowerPoint, Excel
Healthcare/pharmaceutical
Problem
My client desired to implement a new software solution to a Sales Organization. The strategic vision for the project included leveraging new efficiencies in processes, technology as well as implementing changes to the organizational structure and employee’s Key Performance Indicators (KPIs).
Solution
Serving as a Senior Organizational Change consultant and Training Lead, I met with key Stakeholders and created a Sponsor Roadmap, Communication and Training Plans and identified key metrics for success. Training and Communication deliverables were created (including Quick Guides and FAQs) to ensure a successful implementation.
Results
The plan was implemented, users were supported in their new processes and the technology was successfully adopted.
Technology Leveraged
Salesforce, SAP, .net, customized web applications, Quality Center, ServiceNow, Tibco Spotfire, Sharepoint, Radiology Applications, Microsoft Project, Word, PowerPoint, Excel
Distinguished Clients
