We believe that for the type of complex business issues that our solutions address, a one-size-fits-it-all approach is not viable. Each company has its own unique specificities in terms of business processes, available systems and reliability of existing data. For our solutions to be easily accepted and provide a long-term impact in the organization, we need to adapt them to each customer’s specific requirements. To achieve this, we apply a three-step methodology that ensures not only the accuracy of the technology deployed but also the effectiveness of the change management process:
First Phase: Business Requirements and Design
We start off our engagements with a few sessions and workshops to understand the specific business needs of our clients. This allows us to assess if and how our solutions can provide the desired benefits to the organization. The goals of this first phase are to: Define the underlying data structure and the specific technical integration of our solution.
- Understand the current situation (systems, data, processes, capabilities) and formalize the business requirements that will guide the development of a robust and scalable solution.
- Define the business KPIs that will be used to measure the impact of the solution, as well as their ideal target to achieve an expected ROI for the system.
- Define the underlying data structure and the specific technical integration of our solution.
Second Phase: Implementation, Pilots and Quick-wins
From an implementation perspective, our approach is characterized by short 1-2 month delivery cycles and frequent interactions with key stakeholders. This allows regular assessments to validate and adjust the solution to the business needs. This dynamic approach, coupled with a strong focus on delivery dates, allows us to quickly produce business value, minimize project risks and payback time, and avoid unexpected change requests that could put deadlines at risk.
We leverage information coming from pilot sites to validate the solution and better define the business requirements identified in the first phase. It is important that these pilots are a good representation of the target sites in terms of complexity, maturity and IT background.
When our customer’s capabilities are basic, we propose a step-wise approach, where easy-to-implement quick wins are deployed before moving into more sophisticated solutions.
Third Phase: Change Management, Roll-Out and Support
Depending on the complexity of the roll-out, we set-up a joined PMO with our customers to drive the deployment, provide support, and define a change management plan.
For the success of the solution, the employees’ journey to adapt to the new system is as important as the system itself. This journey needs to be well-organized with specific plans focusing on communication, engagement, training and resistance management. For this purpose, it is critical to involve the relevant functions, such as HR or Internal Communication, early on in the process.
Irrespective of our level of involvement in the roll-out phase, we always provide ongoing technical support to ensure the solution is bug-free and user-friendly.