Agile transformations
Shifting your organization to a flexible Agile operating model that is able to rapidly react to changing customer needs. By minimizing handovers and bureaucracy and by empowering your people.
Design
We believe in business ownership, if Agile will be your new operating model this is how you will run your business every day. Therefore, it has to fit your organization and you need to
make it your own.
In a co-design role we ensure you apply the Agile design principles and benefit from lessons learned by others.
Execution
Most of all we execute - we make your Agile design work. By having a clear overview of your transformation and by helping you implement. On all areas:
- Change story and Communication
- Launch, business continuity, risk management Culture
- HR aspects as select, train and possible redeployment
- Improve and measure success
We join your team to execute and provide practical, hands-on solutions.
Leadership Coaching
As leaders you guide the way and set an example. Agile requires a change in culture, which
starts with the behaviors of leadership. Having gone through this change, we give guidelines and practical examples. What you have to give up and what to do instead. Helping you guide with a clear purpose and balance teams in growth, autonomy and alignment.
Operational excellence and Agile
An Agile operating model combining customer focus with efficiency tailormade for your service organization.
Design
You need to meet increased customer expectations throughout all of your channels, and can make the difference in your non-digital channels. Service quality is becoming the key differentiator. Organizations typically have undertaken a number of optimization projects in their Call and Operations departments. However, typical problems like fragmented flow (many handovers),
long lead times and a transactional approach to customers, still exist. We design for a model combining a customer focus with efficiency; reduced handovers and providing your customers with a better and faster experience.
Execution
Based on underlying Lean and/or Agile principles we implement a model where employees can give customers expert support, solve their issues directly, without handovers while exceeding their expectations.
In self-managing, cross functional teams made responsible for parts of customer service. Whoever is first to respond, solves the issue end to end - no handovers required. Teams work with clear KPIs and steer their performance based on facts.
We implement new team structures, help you to redesign and streamline your processes and implement rituals and Operational management practices with clear dashboards.
Leadership Coaching
We help you grow your teams and balance your role in how to support them on the one hand and challenge them to develop and take on more responsibilities on the other hand. We help you to refocus you and the teams on an end to end process flow.
We train and educate you to develop clear, measurable and output driven team KPI’s and dashboards.
Digital customer journeys
With a digital first strategy, you need to meet your customers’ expectations with a simple and flawless customer journey. We design and execute on this.
Design
With customers having a focus on digital channels, you need a flawless customer journey. The tone is set by digital innovators that show how service (simplification) can be an industry disruptor.
Many times companies have a digital front end; in a few clicks you can acquire their product or service. The back end of the process however, can still be very manual with a lot of handovers causing costly operations and a negative impact on customer satisfaction.
We design for a customer journey where acquiring and fulfilment is fully aligned and customer expectations will be met throughout the whole journey.
Execution
Based on simple principles (digital first, uniform process across channels, prefilled- and checked customer data), we design and prototype the new process in a pressure cooker format together with a core team of your organization. We apply robotics and automation where needed.
We assure implementation of the design in an incremental way.
We will embed this way of working in your organization to ensure you build your own capabilities to scale this approach.
Leadership Coaching
To digitize and create excellent journeys you don’t just fix the process. It also requires a different mindset. As a leader you need to be a role model. Meaning daring to make bold decisions and challenge the status quo.
With the experience within other companies we share what has worked in other companies.
