Managing a workforce transformation
The consultant team provided the program management discipline and process redesign expertise that enabled the client to successfully execute a major business-wide transition.
The Situation
A leading electronics retailer was engaged in a major workforce transformation within its Information Technology group. A transition to an outsourcing partner had resulted in few measures and benchmarks, frequent errors and inconsistencies, decentralized control, and minimal prioritization or oversight. The organization was unfamiliar with planning discipline or process management, and its culture relied on heroics, not standards, to achieve results.
The Satori Solution
The implementation of business operations software provided the structure and standards needed across development, infrastructure, operations, monitoring, and support. The project team also redesigned processes for development and testing, project management, capacity planning, demand management and estimation. Next, the team redesigned roles and organization structures, focusing on key points of interaction. This was followed by the delivery of over 7,000 participant hours of training on new organizational models, roles, tools and methods. Accompanying the redesign were a new leadership development program, an employee change network, and other efforts to align and develop high-potential leaders and drive adoption of the transformation.
The Results
The process redesign left the company better positioned to take advantage of opportunities for efficiency created by the partnership with the outsource organization. Additionally, the performance support techniques implemented by the project team ensured high levels of adoption, which was crucial for the long-term success of the transformation.
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