The document describes Ernst & Young Luxembourg's change management offerings. It discusses (A) understanding the context and needs for change, (B) EYL's change management solutions which address issues like workforce development, leadership, and project integration, (C) EYL's change management methodology which involves steps like understanding the situation, assessment, and deployment assistance, and (D) the methodology's use of tools and focus on topics like communication, training, and measurement. It also briefly mentions (E) EYL's change management strategy, (F) experiences, and (G) competencies.

1. Ernst & Young Luxembourg Change Management Offer
Content
A. Context and needs
B. Solutions
C. Methodology (steps)
D. Methodology (tools and topics)
E. Strategy and light motive
F. Experiences and positioning
G. Competencies and commitment
Monday March 9th, 2008

2. Operations & Projects
effectiveness & efficiency
A. Change Management Context and needs
%
Projects that fail
Non productive activities
Market demands and volatility
Competition / globalization
New technology
Quality
Delay Cost
Impacts of the human side on the system
2 needs for change:
(a) Modernizing practices to (b) welcoming
the necessary changes as opportunities to
grow
Prosci, page 9: correlation between
change management and (a) meeting
project objectives, (b) staying on
schedule
Statec: indicateurs synthétiques de
compétitivité basé notamment sur les prix
relatifs, le coût salarial et la productivité
http://www.statistiques.public.lu/fr/publicatio
ns/conjoncture/Economie_et_statistiques/200
7/20_2007/20_2007.pdf

3. Durabilité et effet du
changement dans le
temps
Efficacité et valeur ajoutée
de l’intervention Change
Complexité et degré
d’implication
Project
management
assistance
Modernizing
functions and
business models
“retrofit”
Deploying
corporate strategy
Need for change
Thinking planification/organization
Optimal coordination/collaboration
Customer service Excellency
Leadership and managerial performance
Vision, Challenges
Culture, Values

4. B. EYL Change Management Solutions
Definition of Change Management: EY PoV:
The integrated approach to managing people through a ongoing journey of
change that maximises benefit and minimises risk
Value added of the
change intervention
Complexity and
stakeholders involvment
Lasting and time effect
1
2
3
4
Workforce integration and skills development
Leadership and managerial performance
Knowledge management
Professional and personal development
Planning and coordination
Animation and team cohesion
Gathering and transferring competencies
Function reengineering
Setting new functions
Implementing culture, values, vision
Customer service Excellency
Corporate social responsibility
Workforce Potential
Reorganization and project assistance
‘Retrofit’ for modernizing corporate functions
Implementation of corporate strategy

5. B. EYL Change Management Solutions (2eme essai)
Corporate
policy implementation
Function upgrading
and reorganization
Project integration
Worforce empowement
RH policy
Internal communication policy
External policy (CSR)
Performance management
Restructuration/merging/Outsourcing
Customer service excellency
Leadership and managerial performance
IT
Quality
Restructuration fusion

6. B. EYL Change Management Solutions (3eme essai)
Achieving potential puzzle
Corporate policies
implementation
Worforce
empowement
Function
reingeniering
Project
integration

7. Internal
communication policy
Human ressources
policy
Leadership
Workforce
empowement
Awareness
Internal
communication
Coordination
Animation
Customer service
excellency
Corporate social
responsibility
Cultural alignment
Communication with
stakeholders
Corporate values
implementation
Project promotion
and appropriation
Setting, post merger
and outsourcing
Process retrofit
(diff) A common framework:
•Understanding need for change: survey, interviews, documentation
•Operational evaluation: processes, procedures
•Socio organizational assessment: organigramme, flux d’information, relations de pouvoir,
jeu d’acteurs
•Risk evaluation: technique, image, conflits cociaux
•Internal communication: plans, supports, incentives
•Training: learning programs, coaching
•Project management assistance enjeux des stakeholders, coordination, measurement,
capitalization
EYL Change Management Solutions

8. C. EYL Change Management Methodology
Understanding
the matter
Operational
assessment
Socio
organizational
evaluation
Analysis and
risk assessment
Recommandations
Plans and
programs for
transformation
Deployment
assistance
Piloting
Measuring
Capitalizing
Need for change
Identify
Diagnose
Design
Deliver
Sustain

9. Understanding the matter
Operational audit
Socio organizational evaluation
Brainstorming and analysis
Recommandations
Plans et programmes de
transformation
Accompagnement à la mise en
oeuvre
Pilotage
Mesure
Capitalisation
Identify Diagnose Design Deliver Sustain
C. EYL Change Management Methodology (illustration 2)

10. Topics Tools Technics Concern
Identifying the matter Culture, valeurs
RH and internal
communication policies
Entretiens
Consultation
documentaire
Questionnaire semi-
directif
Operational assessment Postes et fiches de
compétences
Process and procedures
Tableaux de bord et
indicateurs
D. EYL Change Management Methodology

11. Topics Tools Technics Concern
Socio organizational
evaluation
Organigramme, rôles et
responsabilités
Flux d’information et
relations de pouvoir
Comportement et jeu
d’acteurs
Sociologie des
entreprises
Analysis and risk
assessment
Matrice des risques avec
actions correctives et
préventives
D. EYL Change Management Methodology

12. Topics Tools Technics Concern
Recommandations Alignment and
improvment of structure
and people involvement
Flow charts
Benchmarking
Plans and programs for
transformation
Strategy d’intervention
Communication
Education
Matrices
Training, coaching
D. EYL Change Management Methodology

13. Topics Tools Technics Concern
Deployment assistance Alignment
Assessing up to date
situations
Piloting
D. EYL Change Management Methodology

14. Topics Tools Technics Concern
Measuring
Capitalizing
D. EYL Change Management Methodology

15. E. EYL Change Management Strategy and light motive
2 challenges for
organizational
changes

16. F. EYL Change Management Experience and positioning

17. G. EYL Change Management Competencies and commitment

18. Des solutions Change Management pour l’aide à la décision
Déploiement de la stratégie
Les missions du CM sont l’élaboration et la mise en œuvre de programmes d’excellence
et de performance
pour que la rentabilité de l’entreprise et l’efficacité de ses activités passe par la capitalisation
du potentiel des personnes et des opportunités d’affaires
Performance = résultat optimal
Business Advisory Services provides independent, objective and high value business advice to
our clients. Our consulting teams work with our clients to help them achieve measurable and
sustainable performance improvements which are sustained after the project finishes. We focus
on finance transformation and operational improvement work with the world’s leading public
and private sector organisations.

19. Capitalisation des connaissances
& Développement des compétences
Performance ressources humaines
Leadership
& Performance managériale
Excellence service clients
=> Performance opérationnelle
Déploiement de la stratégie des projets de
réorganisation & fusion/acquisition
Programmes
Change Management
EY Luxembourg
Nos solutions Change Management: Programmes de performance

20. Capitalisation des connaissances
& Développement des compétences
Leadership
& Performance managériale
Excellence service clients
& Performance opérationnelle
Déploiement de la stratégie des projets de
réorganisation & fusion/acquisition
Change Management
EY Luxembourg
Notre programme Excellence service clients & Performance opérationnelle
Concrètement, les solutions:
Projet d’optimisation des processus et amélioration continue
Charte Qualité et Engagement service client
Les problématiques
Taux de réclamations clients
Délais de réponse et qualité de traitement
Frais administratifs et juridiques
Coûts de non-conformité
Litiges et association des consommateurs
Les enjeux
Image, réputation:
Ouverture de la communication (internet, forum,
blogs)

21. Notre stratégie d’intervention Change Management

22. Quality in everything we do
!@
Nos Solutions
Change Management
Excellence Service Clients &
Performance Opérationnelle
Leadership &
Performance Managériale
Réorganisations &
Sociologie des projets