2. 2
Key Competencies
• Business Development
• Change Management through
Technology Solutions
• Client Relationship Management
3. 3
Business Development Methodology
• Customer Intimacy: get to know the client organization and the client
well – optimize these relationships
• Knowledge-Driven: learn the ins and outs of the client organization and
the client
• Questions: ask key strategic questions with the goal of uncovering the
Business and People Concerns:
1. What keeps you up at night?
2. When was the last time your organization had a major win?
3. What was the nature of that win?
4. What is the “why” in this organization?
5. What are you most proud of?
6. What were the top 3 messages from the last organizational climate
survey, if available?
7. What is your growth strategy?
8. How well are you achieving that strategy?
4. 4
Business Development: Case Example
1. Deloitte Consulting: problem with senior women’s advancement/turnover
2. Met the potential client in person within a week of learning about the
opportunity to work together
3. Asked key – targeted questions (see previous slide)
4. Had a second meeting with the potential client within 2 weeks
5. Determined shared interests – personally and professionally
6. Began to send weekly updates to the potential client with targeted information
on women’s advancement issues and broader business issues – a customized
newsletter
7. Developed a proposal based on customer intimacy and organizational
knowledge
8. Won the business – with 3 years of repeat business until total project
completed highly successfully
5. 5
TJX: three-quarters of the project was a needs analysis –
- In-depth interviews with pilot participants
- Focus groups with peers of pilot participants
- In-depth interviews with managers
- In-depth interviews with senior managers
- Comprehensive survey for all individuals involved
Walt Disney World: initial needs analysis
- Focus groups with:
Part-time cast members
Full-time peers
Location managers
- Comprehensive survey for all individuals involved
Biogen: project already in session after several months – needs
analysis took place in tandem with ongoing project work
Needs Analysis –
Uncovering Hidden Treasure
6. 6
Technology as a Vehicle for
Strategic Change
• Longstanding interest in the uses of strategic technology for online
learning and organizational change
• Making learning work: The Parenting Connection
- 4,000 users within 6 months
- Taught parents about their children’s issues
- Built a community of parent users
- Business challenge: competing with Facebook and monetizing the site
• Online manager training: managexpress.com
- Developed targeted and strategic business plan
- Won funding for the venture for the initial stage
- Utilized highly interactive and simulated approach to learning
7. 7
Organizational Change
Integrating Business Fundamentals
with People Solutions Helps Define
the Roadmap for Growth
People
Solutions
Technology
• Reduced Turnover
• Increased Engagement
• Improved Satisfaction -
Customer and Employee
Business
Fundamentals
• HarvardX
• Technology Infrastructure
• Ongoing Improvements
• Profit
• Stock Price
• Market Positioning
• Revenue
8. 8
Call to Action:
People Problems Requiring
Business Solutions
Intrinsic Interplay between People
and Business Problems
People Solutions Drive Business
Solutions
Technology as a Key Driver of
Organizational Change
Change Management as
Business Management
9. 9
Case Example: Walt Disney World
Business Problem: decreased revenues from diminishing number of
guest visits
People Implication: lowered cast member satisfaction – linked to
reduced guest satisfaction
People Intervention: new methodology for deployment and utilization of
part-time cast members
Learning Opportunity: technical skills – enhanced knowledge of key cast
member responsibilities
Business Result: improved sales from increased guest satisfaction
driven by increased cast member satisfaction
10. 10
Case Example: TJX
Business Problem: severed ties between buyers and key, strategic
international sellers resulting in reduced profits
People Implication: buyer turnover due to unrealistic scheduling
demands to meet international time zones (seller locations)
People Intervention: new scheduling methodology – with senior
manager, manager, and peer input
Learning Opportunity: technical skills – enhanced knowledge of
strategic scheduling system
Business Result: increased profits and improved buyer-seller relations
11. 11
Case Example: Biogen
Business Problem: decreased revenues from disrupted employee-
customer ties – diminished customer service
People Implication: decreased loyalty, engagement, and accountability
due to disconnection with career development = key driver
People Intervention: career development initiative based on core
competencies and online learning
Learning Opportunity: Supply Chain learning opportunities offered by
Accenture Academy – tied to core competencies
Business Result: enhanced engagement, fewer turnover costs, and
increased revenues
Our Learning Model is built on the 70/20/10 learning model. This is based on research done by CCCL that has found over time, that for adult learning, the majority of learning comes from workplace experiences and is self directed by learners
We have set up what are called Success Profiles for different career stages that are built on this model. You will see that there will be recommendations for on the job development, learning through others, as well as learning through formal training.
When you are looking at your own development planning, to ensure you are getting the most of the development effort, it is important to pull through the learning to apply it on the job.
Although the Academy is a great tool, development happens through rich experiences. So, in order for you to maximize your ROI on formal training, make sure that you are building into your development plan, a way in which you will take the learning and apply it to your job,
Most Recent Employee Satisfaction Survey:
This is where the rubber hits the road – we heard you.
This new Career Development Initiative addresses the Levers highlighted here.
It’s our call to action.
