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MANAGING TRANSITIONS |
Transitions, whether for growth, restructuring, or general efficiency, can be managed for very positive results through the development of a performance culture. Methodology Three phases of development are critical and provide a most effective environment for change to yield positive results. These phases are readiness, relevance, and reinforcement. Readiness Organizational members need the opportunity to research and benchmark with other organizations and their customers to evaluate the organization's need for change in direction or improvement. Relevance Members set tangible plans for change or improvement by identifying and prioritizing important projects and goals. Accountability for setting relevant goals and responsibility for reaching these goals are planned by subject matter experts. Reinforcement When planned results are achieved, members are recognized individually and together for their efforts. Rewards and celebration always meet success. Deliverables that result from this work include: 1. An engaged workforce that is empowered and enabled to achieve results 2. Alignment of work throughout the organization 3. Satisfied and retained members 4. Satisfied and retained customers Client Projects Customer Service Restructuring - Mid-sized software company needed to improve its customer satisfaction with telephone support provided. Services facilitated improvement of customer satisfaction ratings from 5% to 96%. Government Contract Fulfillment - Large and mid-sized technology companies needed to work together to provide complementary services in fulfillment of a government contract. Services coordinated matrixed, cross-functional, and cross-company personnel to meet deadline, product, and quality requirements. |