The client
Our client was the world’s largest privately owned company with $120B annual revenue and 142,000 employees in 65 countries.
They had a mature change management center of excellence that consisted of 30 FTE spread across North America, EMEA, APAC and LATAM. This global change CoE primarily worked on ERP projects, signature IT projects, and large scale business transformation programs.
The challenge
The client’s global change CoE would typically require 40-50 external change management consultants to supplement their FTE on an annual basis. They were struggling to source these consultants; in some instances, they simply could not source local bi-lingual change managers of the right quality. This meant that projects were progressing without the necessary support.
Due to the scale of change management delivery happening simultaneously across a huge geographic spread, the consistency of change management deliverables was suffering. Adherence to the global change CoE’s methods, tools, templates and standards was slipping. As third-party consultants were representing the global change CoE, this often led to sponsors and leaders attributing a lower level of service provision and quality to the CoE itself.
The client required a service provider that could execute the change management work in all regions within which they operated - NA, EMEA, APAC and LATAM.
The Global Change CoE wanted a partner who could support demand and capacity planning for change management execution, assign the right resources rapidly, and adjust resources flexibly as demand fluctuated in number and complexity.
“Partnering with Issoria enabled our CoE to become much more responsive to our internal customers’ needs. The quality, speed, and flexibility of Issoria’s service has been a key driver of our recent success.”
The solution
The following key objectives were identified:
Creating higher value for their businesses by improving the level of service for change management activities
Developing common, standardized global processes and deliverables for change management activities
Making it easier to secure change management resources for key projects and initiatives
Utilizing the client’s methodologies and tools to drive consistency for change management deliverables
Providing access to information to support change management activities
To increase the level of consistency for change management deliverables and activities, Issoria implemented a three step process for change manager selection, on-boarding, and quality assurance. This added method and tool experience pre-screening, pre-onboarding methods and tools knowledge transfer, and a robust status reporting process, to the client’s existing processes.
The impact
We have so far on-boarded a total of 22 Issoria change managers in EMEA and APAC, including local based bi-lingual consultants in Turkey, Italy, Netherlands, Belgium, Japan, Thailand, China, Philippines, South Korea, and Singapore.
KPI improvement
Reduced Time to fill for resource selection by 68%
Reduced Time to fill for on-boarding from resource selection by 51%
Increased customer satisfaction for resource quality by 47%
Increased resource retention by region by 100%
GPI improvement
Speed to stakeholder confidence – achieved an SLA of within 2 weeks 90% of the time.
Increased adherence to standards and improved the level of project deliverable on time completion.
Improved adherence to project budgets and consultant bill rate for change management.
Increased Net Promoter Score (NPS)
Overall the global change CoE saw an increase in the net promoter score from their internal customers in EMEA and APAC which further enhanced their already strong reputation with global leaders and sponsors.
Issoria has been retained as a long term service provider and the two companies continue to look for ways to add further value through partnership.