Development of change capability to support the successful rollout of a new operating model for a major back office business and technology transformation programme
Media & Telco Organisation
Challenge
The organisation needed to deliver on its ambition to “Reimagine Service” through a transformed operating model that embodied their corporate values
The three key objectives were to :
Deliver first time resolution to drive a better customer experience
Drive digital adoption to make customers lives easier and reduce cost to serve
Cross sell and up sell services enabled by accurate customer data capture and proactive intervention
This needed to be delivered against a background of significant employee attrition and cultural challenges
Approach
We undertook a review of the current service delivery model across people, process and technology in the context of the proposed new operating model (vision) to understand the size, scale and complexity of the proposed changes across all stakeholder groups.
This included change readiness and business impact assessments, to provide insight into what the “People & Change” capability would be required to deliver to support desired customer outcomes including would need to look like in terms of stakeholder communications and engagement strategies, training to drive digital adoption and new ways of working and other organization development initiatives
Outcome
Clarity around the requirements for the People & Change capability, what it would deliver and what skills and resources were required.
Specific outputs included
Comprehensive communications strategy and plan
Training programme to support digital adoption and new ways of working
Expert advisors, empowered and incentivized to deliver great service and sales
Redesigned attraction and retention approaches across all geographies
Culture and people policies aligned to corporate brand values
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