Cindy Sachar Overview


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Cindy Sachar Overview

  1. 1. <ul><li>Introducing Cindy Sachar, B.A., M.A. </li></ul><ul><li>A seasoned business professional with over 12 years experiences in Telecommunications, Staffing, Government Services, Financial, Start Ups, </li></ul><ul><li>Contact Centres, IT </li></ul><ul><li>Clients: </li></ul>
  2. 2. <ul><li>AREAS OF EXPERTISE </li></ul><ul><li>Areas of expertise that would benefit the World Vision Project </li></ul>
  3. 3. <ul><li>AREAS OF EXPERTISE </li></ul><ul><li>Areas of expertise that benefit World Vision Project </li></ul>Project Stages
  4. 4. PROCESS OPTIMIZATION - Stages <ul><li>Create an inventory/catalogue of existing processes ( as-is ) </li></ul><ul><li>Create an inventory/catalogue of policies/procedures </li></ul><ul><ul><li>Category, Process, Policy, Estimated length of time to complete, Priority, Frequency of use, Gaps </li></ul></ul><ul><li>Identify processes to be created ( to-be ) </li></ul><ul><li>Perform a gap analysis </li></ul><ul><li>Identify the target audience </li></ul><ul><li>Create a work back schedule </li></ul><ul><li>Schedule meetings to facilitate information gathering sessions </li></ul><ul><li>Facilitate sessions either one on one or in groups </li></ul><ul><li>Create process as is – Visio, Word and Excel </li></ul><ul><li>Create best practice process and to be - Visio, Word and Excel </li></ul><ul><li>If technical, create a data dictionary </li></ul><ul><li>Create templates and naming conventions for process map </li></ul><ul><li>Obtain Validation – through review or pilot </li></ul><ul><li>Conduct Quality Testing </li></ul><ul><li>Revise based on validation </li></ul><ul><li>Sign Off/Approval </li></ul><ul><li>Translate </li></ul><ul><li>Communicate and Train </li></ul><ul><li>Implement </li></ul>
  5. 5. CHANGE MANAGEMENT <ul><li>Objective: </li></ul><ul><ul><li>To ensure that all teams and groups: </li></ul></ul><ul><ul><ul><li>Are aware of the change </li></ul></ul></ul><ul><ul><ul><li>Are able to use the relevant tools </li></ul></ul></ul><ul><ul><ul><li>Understand where to go for support </li></ul></ul></ul><ul><ul><ul><li>Have a vehicle to provide input/feedback </li></ul></ul></ul><ul><li>Communication Avenues: </li></ul><ul><ul><ul><li>face to face meetings, large company meetings (town hall meetings), posters, website/intranet </li></ul></ul></ul>
  6. 6. CHANGE MANAGEMENT <ul><li>Change Analysis: </li></ul><ul><li>Define the change </li></ul><ul><li>For whom will this be a change </li></ul><ul><li>Describe the change </li></ul><ul><li>Research what happened during last change </li></ul><ul><li>Assess the organization readiness for change based on audience </li></ul><ul><li>Risk Analysis: </li></ul><ul><li>Define the risk </li></ul><ul><li>Identify the risk owner </li></ul><ul><li>Impacts </li></ul><ul><li>Design options </li></ul><ul><li>Severity of risk </li></ul><ul><li>Action </li></ul>
  7. 7. CHANGE MANAGEMENT <ul><li>Audience: </li></ul><ul><li>Identify who will be impacted by the change </li></ul><ul><li>Identify key characteristics of the audience that have a change impact </li></ul><ul><li>Identify possible change or other project interventions </li></ul><ul><li>Key Messages: </li></ul><ul><li>Based on phases, decide on the key messages </li></ul><ul><li>Determine audience for specific messages </li></ul><ul><li>Assign dates </li></ul><ul><li>The building of communication ensures that 5 key questions of change management are addressed </li></ul><ul><li>What do you want recipients of this initiative to </li></ul><ul><ul><li>Think, Know, Feel, Say, Do </li></ul></ul>
  8. 8. CHANGE MANAGEMENT <ul><li>  Needs Assessment: </li></ul><ul><li>Look at current state, future state – identify gaps </li></ul><ul><li>Rate severity of gap </li></ul><ul><li>List intervention for gap </li></ul><ul><li>Tactics: </li></ul><ul><li>By Audience </li></ul><ul><li>By Phase </li></ul><ul><li>By Date </li></ul><ul><li>Note : This feeds into WBS and project plans </li></ul>
  9. 9. TRAINING <ul><li>A well thought out training plan is crucial for the success of any project. </li></ul><ul><li>Objective: </li></ul><ul><ul><ul><li>Group Training Sessions </li></ul></ul></ul><ul><ul><ul><li>One on one coaching (relevant in contact centres) </li></ul></ul></ul><ul><ul><ul><li>Job Aids, Manuals, Check Lists </li></ul></ul></ul><ul><ul><ul><li>Troubleshooting Guides </li></ul></ul></ul><ul><ul><ul><li>Learning Portal – intranet site </li></ul></ul></ul><ul><li>Training Best Practice: </li></ul><ul><ul><ul><li>Identify key internal employees to be training leads to become ambassadors of the program </li></ul></ul></ul>
  10. 10. PROJECT MANAGEMENT <ul><li>Sound planning is key to a successful project with contingencies built in </li></ul><ul><li>Track and monitor the project using Work Back Schedules – in Excel for ease of use </li></ul><ul><li>Utilize project management principles </li></ul><ul><li>Communication is key when managing projects </li></ul><ul><li>Conduct pilots and/or testing where appropriate </li></ul><ul><li>Endeavour to obtain agreement and buy-in from stakeholders </li></ul><ul><li>I have had success working with major milestones and managing tasks within the milestones </li></ul><ul><li>Communicating Project Status: </li></ul><ul><ul><ul><li>Weekly status reports </li></ul></ul></ul><ul><ul><ul><li>Monthly updates </li></ul></ul></ul>
  11. 11. DEPLOYMENT <ul><li>Objective: </li></ul><ul><ul><li>Deployment takes into account all people who require to be considered for the project launch: </li></ul></ul><ul><ul><ul><li>Deployment Work Back Schedule </li></ul></ul></ul><ul><li>Deployment Considerations: </li></ul><ul><ul><ul><li>All affected heads of departments need to be involved in the deployment planning meetings </li></ul></ul></ul>
  12. 12. FACILITATION <ul><li>Objective: </li></ul><ul><ul><li>To bring together a group of knowledgeable employees to elicit knowledge and experience, manage difficult discussions, create consensus and decide on a way forward </li></ul></ul><ul><li>Coaching Role </li></ul><ul><ul><li>To provide advice, while clearly distinguishing the facilitator`s views from those of the participants, in order to maintain the integrity and credibility of the process </li></ul></ul>
  13. 13. <ul><li>PROJECT STAGES </li></ul><ul><li>Suggested Project Stages for the World Vision Project </li></ul>Sign Off Design/ Build Pilot Hype Research/ Scoping Launch Post Launch