Regardless of where your organization may be on the maturity spectrum of Shared Services, change is a constant, and the ability to manage change as part of your day-to-day operations is crucial. It is essential to ensure not only successful transformation, but the refinements and the continuous improvement afterwards that furthers the benefits of Shared Services and facilitates future growth.
During this workshop we demystify change management and employee engagement techniques by exploring practical applications, tools and latest practices. This presentation help you to:
· Learn how to enable on-going change for sustainable support and business results
· Manage cultural changes while keeping employees engaged/motivated
· Understand cross-cultural considerations in managing expectations
· Master ongoing communication that is relevant and resonates with stakeholders and employees
· Gain an improved understanding of change management
· Receive practical tools or ideas that can be implemented after the conference
Sustainable success hinges on satisfied clients. But this involves more than putting your staff through client service training and asking them to "play nice". The solution is to channel your services and interaction through a well-structured Client Interaction Framework. It’s not that complicated! Mastering Shared Services client satisfaction through a comprehensive framework.
The 7 Habits of Highly Effective Shared Service CentersChazey Partners
While the Shared Services model has several examples of success at delivering higher quality, lower cost, and improved control, many implementations still don’t perform at expected levels. This presentation explores some of the lessons we have learned from implementations around the world and provides ideas and tips for an optimal performance of your Shared Services Organization.
Critical Components of Effective Change ManagementChazey Partners
This document outlines an agenda and presentation for a workshop on effective change management. The workshop will cover:
1. An overview of change management models and the importance of change management for ongoing transformation.
2. Examples of change management successes and challenges from organizations. Participants will discuss challenges their organizations currently face.
3. Best practices for change management including tools like stakeholder analysis and management. Managing stakeholder support, interests, and influence is critical for successful change.
The presentation aims to help participants understand change management and enable ongoing change for business results through improved communication and employee engagement.
Most organizations have accepted the need for a performance metrics framework. While these metrics are considered a necessity and often demand significant resources, many organizations are producing metrics reports that are not demonstrating value and do not seem to influence decision-making. This PDF document explores the key concepts, best practices and lessons learned from our years of public sector experience and other case studies. You will learn how to:
• Establish or rebuild your metrics framework
• Implement metrics that are S.M.A.R.T (Specific, Measurable, Achievable, Relevant and Time-bound)
• Identify what metrics your internal clients care and how to engage them
• Drive relevance and performance from your metrics reporting
Change Management Initiatives That Ensure Smooth Program Transition and Deliv...Chazey Partners
Developing and managing clear-cut, yet flexible change management program initiatives is essential to your Shared Services center’s short and long-term success.
By establishing strategic partnerships that encourage optimal communication and understanding between your faculty, departments, and stakeholders, change management can be effectively managed. By attending this session, you will learn how to:
Develop and maintain a flexible approach toward your change management programs – so to ensure continual improvement
Create the proper messaging, based upon your audience type and how to ensure message consistency
Develop and implement change management programs that will engage and excite your very diverse workforce
Incorporate a positive work environment that enhances work productivity and efficiency
Without Client Engagement There is No Shared ServicesChazey Partners
Sometimes the only thing “shared” about a Shared Services Organization is the name. Is your organization set-up for sustainable success? Learn about the four critical success factors for Shared Services and what happens when the client is not engaged in the transformation. In this interactive workshop, we combine small group work with synergistic plenary sessions to cover the nine key components of the Client Interaction Framework. This workshop is targeted at organizations with mature Shared Services or those who are just planning and launching. Participants will come away with an assessment tool that will enable them to review their own initiatives and develop a plan to close the gaps between their current state and leading practices.
Shared Services in Higher Education: conceps, clients, consumers and stakehol...Chazey Partners
As part of the sessions at the 2016 California Public Higher Education Collaborative Business Conference, the presentation covers why Shared Services has become such an important part of your toolkit for delivering improved “back office” services to support your institution’s core mission. It explains why the true meaning of the words “shared” and “services” is so important. It also defines and distinguishes between “clients”, “consumers” and “stakeholders”.
Are Your Shared Services KPIs for Good or Evil? Chazey Partners
It is commonly accepted that leading Shared Services Organizations measure performance in order to drive continuous improvement. In this interactive session, we cover best practices in performance measurement and how KPIs are one of the most important elements of the Client Interaction Framework. We share stories from the frontline that expose the good, bad and ugly about KPIs; “good" examples that drive sustainable improvement and “evil” examples where the KPIs can actually damage the relationship with the SSO’s clients. Learn how to set the correct KPIs, achieve alignment between functions, establish relevant targets and utilize KPIs to grow your SSO.
Sustainable success hinges on satisfied clients. But this involves more than putting your staff through client service training and asking them to "play nice". The solution is to channel your services and interaction through a well-structured Client Interaction Framework. It’s not that complicated! Mastering Shared Services client satisfaction through a comprehensive framework.
The 7 Habits of Highly Effective Shared Service CentersChazey Partners
While the Shared Services model has several examples of success at delivering higher quality, lower cost, and improved control, many implementations still don’t perform at expected levels. This presentation explores some of the lessons we have learned from implementations around the world and provides ideas and tips for an optimal performance of your Shared Services Organization.
Critical Components of Effective Change ManagementChazey Partners
This document outlines an agenda and presentation for a workshop on effective change management. The workshop will cover:
1. An overview of change management models and the importance of change management for ongoing transformation.
2. Examples of change management successes and challenges from organizations. Participants will discuss challenges their organizations currently face.
3. Best practices for change management including tools like stakeholder analysis and management. Managing stakeholder support, interests, and influence is critical for successful change.
The presentation aims to help participants understand change management and enable ongoing change for business results through improved communication and employee engagement.
Most organizations have accepted the need for a performance metrics framework. While these metrics are considered a necessity and often demand significant resources, many organizations are producing metrics reports that are not demonstrating value and do not seem to influence decision-making. This PDF document explores the key concepts, best practices and lessons learned from our years of public sector experience and other case studies. You will learn how to:
• Establish or rebuild your metrics framework
• Implement metrics that are S.M.A.R.T (Specific, Measurable, Achievable, Relevant and Time-bound)
• Identify what metrics your internal clients care and how to engage them
• Drive relevance and performance from your metrics reporting
Change Management Initiatives That Ensure Smooth Program Transition and Deliv...Chazey Partners
Developing and managing clear-cut, yet flexible change management program initiatives is essential to your Shared Services center’s short and long-term success.
By establishing strategic partnerships that encourage optimal communication and understanding between your faculty, departments, and stakeholders, change management can be effectively managed. By attending this session, you will learn how to:
Develop and maintain a flexible approach toward your change management programs – so to ensure continual improvement
Create the proper messaging, based upon your audience type and how to ensure message consistency
Develop and implement change management programs that will engage and excite your very diverse workforce
Incorporate a positive work environment that enhances work productivity and efficiency
Without Client Engagement There is No Shared ServicesChazey Partners
Sometimes the only thing “shared” about a Shared Services Organization is the name. Is your organization set-up for sustainable success? Learn about the four critical success factors for Shared Services and what happens when the client is not engaged in the transformation. In this interactive workshop, we combine small group work with synergistic plenary sessions to cover the nine key components of the Client Interaction Framework. This workshop is targeted at organizations with mature Shared Services or those who are just planning and launching. Participants will come away with an assessment tool that will enable them to review their own initiatives and develop a plan to close the gaps between their current state and leading practices.
Shared Services in Higher Education: conceps, clients, consumers and stakehol...Chazey Partners
As part of the sessions at the 2016 California Public Higher Education Collaborative Business Conference, the presentation covers why Shared Services has become such an important part of your toolkit for delivering improved “back office” services to support your institution’s core mission. It explains why the true meaning of the words “shared” and “services” is so important. It also defines and distinguishes between “clients”, “consumers” and “stakeholders”.
Are Your Shared Services KPIs for Good or Evil? Chazey Partners
It is commonly accepted that leading Shared Services Organizations measure performance in order to drive continuous improvement. In this interactive session, we cover best practices in performance measurement and how KPIs are one of the most important elements of the Client Interaction Framework. We share stories from the frontline that expose the good, bad and ugly about KPIs; “good" examples that drive sustainable improvement and “evil” examples where the KPIs can actually damage the relationship with the SSO’s clients. Learn how to set the correct KPIs, achieve alignment between functions, establish relevant targets and utilize KPIs to grow your SSO.
Intelligent Automation process selection workshop 101Chazey Partners
How to assess opportunities for functions across the business, and identify low-hanging fruits. How to identify what you "should" automate, rather than what you "can". Assessing whether to hit the ground running with an imperfect solution, or wait and go with a more robust solutions. Choosing a process for a PoC/Pilot. Identifying the quick and easy wins...
Analyzing Your Shared Services Customer Service Delivery & Ensure Customer Sa...Chazey Partners
The best way to service your customers is to listen to their needs and feedback on a continual basis. If you do not understand your customer, you simply cannot service them per their expectations. If their needs aren’t met, your business relationship with them will suffer. This presentation will cover such topics as:
How to measure your customer’s expectations so you can supply them with the services they require; Customer service surveys and scorecards to establish customer-centric service deliveries; How to create a Customer Service culture that puts the customer first & foremost without exception, day in and day out; Data analytics tools that can provide the answers you need to better service your customers
3 Key Aspects to Shared Services OptimizationChazey Partners
When considering moving further down the path of shared services, we recommend exploring 3 key aspects of shared services optimization – Assessment, Optimization and Growing.
Rapid Benefits of Alternative Shared Services Models - 3.10.2016Chazey Partners
Chazey Partners was invited to present a session titled “Raped Benefits of Alternative Shared Services Models” at the 2016 Washington-ASMC National Capital Region in Washington D.C. on March 10, 2016. Phil Searle, Founder and CEO of Chazey Partners, educated attendees on the trends and benefits of Shared Services in the public and private sectors. The presentation also examined multiple case studies and some alternative models of implementation used before concluding with a list of “Tips and Tricks” for a successful Shared Services implementation.
Reassessing Your KPIs to Measure Shared Services Performance that CountsChazey Partners
This document discusses how to reassess KPIs for shared services to better measure performance. It recommends that KPIs not just focus on internal metrics but also include upstream measures outside direct control. KPIs should also consider the end-to-end process and not just outputs. Developing the right KPIs requires involvement from multiple levels of the organization and customers, and is an ongoing process that considers automation and focuses on key metrics rather than a comprehensive set.
Trends and Best Practices in Global Shared ServicesChazey Partners
The deck shows you the latest trends in Global Shared Services and Outsourcing industry and the best practices on optimizing your Shared Services performance
Developing Metrics for Financial Shared Services: Best Practices, Tips and T...Jeff Zwier
The document discusses best practices for developing metrics for financial shared services. It recommends focusing metrics on information rather than data, isolating processes to select the appropriate level of analysis, and ensuring metrics have clearly defined inputs, outputs, and impacts. It also provides tips on designing dashboards, scorecards, and reports to effectively communicate metrics to different audiences.
This document discusses key concepts for building a business case to evaluate the feasibility of implementing shared services. It provides an overview of how to calculate costs and benefits, collect current state metrics, and consider sensitivities. Calculating benefits focuses on headcount reductions through process efficiencies and benchmarks. Costs include labor, technology, consulting, and site-related expenses. Non-quantifiable benefits like improved customer service and controls are also noted. Current state metrics involve analyzing headcounts, volumes, and costs by activity. Interviews provide context.
Evolution of Shared Services - IAOP 6 February 2013Stuart Snowden
Presented at the IAOP Sydney meeting Feb. '13. An overview developed by Accenture of the evolution of Shared Services. It talks to
- geographic, Operating Model and Organisation trends;
- characteristics of the different models
- sourcing models
- High performance characteristics
Shared Services Models... What's Right for Your OrganizationDeborah Kops
Most organizations pursue a shared services model because it's fashionable, or because a consultant told them to. But without interpreting the implications of business context, organizational reality and the current state of the shared services journey. enterprises can try to push a square peg into a round hole. Take a gander at the very first predictive model for shared services design!
This document discusses the transformation of HR from an administrative function to a strategic business partner. It identifies where companies are in their HR transformation journey and the key drivers of change requiring transformation. HR is expected to take a leadership role in responding to changes like skills shortages, mobile workforces, and managing different generations. The document contrasts traditional, administratively-focused HR with transformed, business-focused HR that actively engages with business issues and develops talent strategies to drive business success. It also discusses outsourcing tactical HR functions while keeping strategic functions in-house to focus on business relationships.
Roy Barker from Moore Diversified Services presented on strategic planning. He discussed conducting a SWOT analysis and reviewing key performance indicators to assess the current situation. The presentation focused on aligning goals with the organization's mission and vision, setting SMART goals, developing an operational plan, monitoring progress, and refining the plan. Barker emphasized communicating the strategic plan throughout the organization and evaluating results to ensure the goals are achieved.
7 pointers to building a robust shared services business caseChazey Partners
While it’s tempting to rush into Shared Services as the brainchild of senior executives, a business case will protect you from inevitable changes at the top and at the same time provide a vehicle to achieve senior level buy-in. You really can’t afford to skip this stage.
Pro South Africa BEE Consulting provides specialist services in BEE compliance, including scorecard verification preparation, gap analysis, supply chain management training, and empowering suppliers. They offer software solutions for compliance and risk management from their partner U-Risk. PSA helps clients define their transformation goals and make them part of their market offering through supply chain transformation, briefing sessions for suppliers, and data collection software. Their vision is to be a leading catalyst for organizational change and sustainable economic transformation in South Africa.
What is Prima Eye Group and what do we do? Practice Management Consulting, Marketing Consulting, Human Resources and Staff Management Consulting, Practice Finance Consulting, Vendor Discount Programs and more. We are dedicated to helping private practice ODs grow their practice!
The document discusses how HR can add value and influence change within organizations. It provides examples of how one HR department improved its reputation by focusing on engagement, partnership, and performance. Through launching values and tools, training programs, and employee surveys, the HR department saw improved employee and customer satisfaction scores, as well as achieving Investors in People recognition and awards, showing that its new strategic focus helped build its reputation within the organization.
The document outlines 10 keys to effectively implementing a shared service center. It recommends establishing clear objectives and criteria for what processes to include. A phased implementation plan and simplifying complex processes upfront are also advised. Strong governance is needed to prevent unnecessary complexity over time. Performance should be regularly benchmarked and technology platforms chosen that can support the shared services long-term.
Diana M. Sweetwood is a seasoned executive with over 13 years of experience managing consulting practices at IBM. She has a proven track record of developing strategies, leading teams, and driving growth. Her experience includes managing teams of up to 400 consultants, exceeding revenue targets, and successfully leading international assignments in Australia. She holds an MBA in Finance and certifications in accounting.
The document discusses taking the first steps toward implementing shared services. It recommends identifying all costs and risks, focusing on core versus non-core services, and looking for solutions to simplify complex problems. While shared services can deliver value if implemented well, changing to them is sometimes an emotional rather than logical decision. The document provides examples of potential shared services like research support, data storage, and virtual desktops. It advises finding partners with the right capabilities and proximity, and building a clear plan to implement and measure shared services.
The document discusses the importance of personal and team skills development. It states that companies are becoming more competitive, so technical training and skills like communication are essential for staff to develop competition abilities and get promotions. It emphasizes that individualism is less important today and team skills that work effectively and efficiently are demanded. It outlines characteristics of high performance like clear purpose, empowerment, relationships, flexibility and optimal performance. It then discusses various personal and team skills in more detail like setting aims, active listening, reviewing and feedback, and working systematically. The conclusion is that every field now requires both individual and team skills as competition has increased, and those who compete and improve skills will survive.
The document outlines six steps for effective change management:
1. Explain the need for change to stakeholders.
2. Define a guiding coalition of influential managers to lead the change effort.
3. Develop a clear vision and strategy for the change with defined goals and plans.
4. React to and address any opposition to the proposed changes.
5. Manage the change process by maintaining communication, tracking progress, and celebrating wins.
6. Keep the changes in place by continuously tracking goals and sharing successes.
Intelligent Automation process selection workshop 101Chazey Partners
How to assess opportunities for functions across the business, and identify low-hanging fruits. How to identify what you "should" automate, rather than what you "can". Assessing whether to hit the ground running with an imperfect solution, or wait and go with a more robust solutions. Choosing a process for a PoC/Pilot. Identifying the quick and easy wins...
Analyzing Your Shared Services Customer Service Delivery & Ensure Customer Sa...Chazey Partners
The best way to service your customers is to listen to their needs and feedback on a continual basis. If you do not understand your customer, you simply cannot service them per their expectations. If their needs aren’t met, your business relationship with them will suffer. This presentation will cover such topics as:
How to measure your customer’s expectations so you can supply them with the services they require; Customer service surveys and scorecards to establish customer-centric service deliveries; How to create a Customer Service culture that puts the customer first & foremost without exception, day in and day out; Data analytics tools that can provide the answers you need to better service your customers
3 Key Aspects to Shared Services OptimizationChazey Partners
When considering moving further down the path of shared services, we recommend exploring 3 key aspects of shared services optimization – Assessment, Optimization and Growing.
Rapid Benefits of Alternative Shared Services Models - 3.10.2016Chazey Partners
Chazey Partners was invited to present a session titled “Raped Benefits of Alternative Shared Services Models” at the 2016 Washington-ASMC National Capital Region in Washington D.C. on March 10, 2016. Phil Searle, Founder and CEO of Chazey Partners, educated attendees on the trends and benefits of Shared Services in the public and private sectors. The presentation also examined multiple case studies and some alternative models of implementation used before concluding with a list of “Tips and Tricks” for a successful Shared Services implementation.
Reassessing Your KPIs to Measure Shared Services Performance that CountsChazey Partners
This document discusses how to reassess KPIs for shared services to better measure performance. It recommends that KPIs not just focus on internal metrics but also include upstream measures outside direct control. KPIs should also consider the end-to-end process and not just outputs. Developing the right KPIs requires involvement from multiple levels of the organization and customers, and is an ongoing process that considers automation and focuses on key metrics rather than a comprehensive set.
Trends and Best Practices in Global Shared ServicesChazey Partners
The deck shows you the latest trends in Global Shared Services and Outsourcing industry and the best practices on optimizing your Shared Services performance
Developing Metrics for Financial Shared Services: Best Practices, Tips and T...Jeff Zwier
The document discusses best practices for developing metrics for financial shared services. It recommends focusing metrics on information rather than data, isolating processes to select the appropriate level of analysis, and ensuring metrics have clearly defined inputs, outputs, and impacts. It also provides tips on designing dashboards, scorecards, and reports to effectively communicate metrics to different audiences.
This document discusses key concepts for building a business case to evaluate the feasibility of implementing shared services. It provides an overview of how to calculate costs and benefits, collect current state metrics, and consider sensitivities. Calculating benefits focuses on headcount reductions through process efficiencies and benchmarks. Costs include labor, technology, consulting, and site-related expenses. Non-quantifiable benefits like improved customer service and controls are also noted. Current state metrics involve analyzing headcounts, volumes, and costs by activity. Interviews provide context.
Evolution of Shared Services - IAOP 6 February 2013Stuart Snowden
Presented at the IAOP Sydney meeting Feb. '13. An overview developed by Accenture of the evolution of Shared Services. It talks to
- geographic, Operating Model and Organisation trends;
- characteristics of the different models
- sourcing models
- High performance characteristics
Shared Services Models... What's Right for Your OrganizationDeborah Kops
Most organizations pursue a shared services model because it's fashionable, or because a consultant told them to. But without interpreting the implications of business context, organizational reality and the current state of the shared services journey. enterprises can try to push a square peg into a round hole. Take a gander at the very first predictive model for shared services design!
This document discusses the transformation of HR from an administrative function to a strategic business partner. It identifies where companies are in their HR transformation journey and the key drivers of change requiring transformation. HR is expected to take a leadership role in responding to changes like skills shortages, mobile workforces, and managing different generations. The document contrasts traditional, administratively-focused HR with transformed, business-focused HR that actively engages with business issues and develops talent strategies to drive business success. It also discusses outsourcing tactical HR functions while keeping strategic functions in-house to focus on business relationships.
Roy Barker from Moore Diversified Services presented on strategic planning. He discussed conducting a SWOT analysis and reviewing key performance indicators to assess the current situation. The presentation focused on aligning goals with the organization's mission and vision, setting SMART goals, developing an operational plan, monitoring progress, and refining the plan. Barker emphasized communicating the strategic plan throughout the organization and evaluating results to ensure the goals are achieved.
7 pointers to building a robust shared services business caseChazey Partners
While it’s tempting to rush into Shared Services as the brainchild of senior executives, a business case will protect you from inevitable changes at the top and at the same time provide a vehicle to achieve senior level buy-in. You really can’t afford to skip this stage.
Pro South Africa BEE Consulting provides specialist services in BEE compliance, including scorecard verification preparation, gap analysis, supply chain management training, and empowering suppliers. They offer software solutions for compliance and risk management from their partner U-Risk. PSA helps clients define their transformation goals and make them part of their market offering through supply chain transformation, briefing sessions for suppliers, and data collection software. Their vision is to be a leading catalyst for organizational change and sustainable economic transformation in South Africa.
What is Prima Eye Group and what do we do? Practice Management Consulting, Marketing Consulting, Human Resources and Staff Management Consulting, Practice Finance Consulting, Vendor Discount Programs and more. We are dedicated to helping private practice ODs grow their practice!
The document discusses how HR can add value and influence change within organizations. It provides examples of how one HR department improved its reputation by focusing on engagement, partnership, and performance. Through launching values and tools, training programs, and employee surveys, the HR department saw improved employee and customer satisfaction scores, as well as achieving Investors in People recognition and awards, showing that its new strategic focus helped build its reputation within the organization.
The document outlines 10 keys to effectively implementing a shared service center. It recommends establishing clear objectives and criteria for what processes to include. A phased implementation plan and simplifying complex processes upfront are also advised. Strong governance is needed to prevent unnecessary complexity over time. Performance should be regularly benchmarked and technology platforms chosen that can support the shared services long-term.
Diana M. Sweetwood is a seasoned executive with over 13 years of experience managing consulting practices at IBM. She has a proven track record of developing strategies, leading teams, and driving growth. Her experience includes managing teams of up to 400 consultants, exceeding revenue targets, and successfully leading international assignments in Australia. She holds an MBA in Finance and certifications in accounting.
The document discusses taking the first steps toward implementing shared services. It recommends identifying all costs and risks, focusing on core versus non-core services, and looking for solutions to simplify complex problems. While shared services can deliver value if implemented well, changing to them is sometimes an emotional rather than logical decision. The document provides examples of potential shared services like research support, data storage, and virtual desktops. It advises finding partners with the right capabilities and proximity, and building a clear plan to implement and measure shared services.
The document discusses the importance of personal and team skills development. It states that companies are becoming more competitive, so technical training and skills like communication are essential for staff to develop competition abilities and get promotions. It emphasizes that individualism is less important today and team skills that work effectively and efficiently are demanded. It outlines characteristics of high performance like clear purpose, empowerment, relationships, flexibility and optimal performance. It then discusses various personal and team skills in more detail like setting aims, active listening, reviewing and feedback, and working systematically. The conclusion is that every field now requires both individual and team skills as competition has increased, and those who compete and improve skills will survive.
The document outlines six steps for effective change management:
1. Explain the need for change to stakeholders.
2. Define a guiding coalition of influential managers to lead the change effort.
3. Develop a clear vision and strategy for the change with defined goals and plans.
4. React to and address any opposition to the proposed changes.
5. Manage the change process by maintaining communication, tracking progress, and celebrating wins.
6. Keep the changes in place by continuously tracking goals and sharing successes.
The document provides an analysis of over 16,000 professional, managerial and clerical job advertisements posted by higher education institutions in the UK and Ireland in 2015 on the jobs.ac.uk website. It finds that most opportunities were for permanent, full-time roles paying between £25,000-49,999 annually. The majority of advertisements were for positions in administration, with London and southeast England being the most common locations advertised. The report aims to provide recruitment trends to help institutions attract top talent.
Dealing with conflict effectively June 2012Timothy Holden
This document discusses strategies for effectively dealing with and managing conflict in the workplace. It defines conflict and identifies common sources and responses to conflict situations. It also provides tips for resolving disagreements with employees and peers, as well as strategies for handling disruptive behavior and difficult conversations. The document emphasizes empowering employees to resolve issues themselves when possible and the importance of reflection following mediation.
Exploring leadership and management rolesdutconsult
Leadership and management are different roles that both involve influencing people but in distinct ways. Leadership focuses more on vision, inspiration and relationships while management focuses more on work activities like planning, organizing and resource coordination. Both roles are important but an effective leader also needs strong management skills to support their vision through execution and problem solving.
MaryKay Grueneberg is a certified professional technical communicator who gives presentations on mastering effective change management. Change management is an organized approach to managing the effects of implementing something new. It is important because people can resist change if the causes of their resistance are not understood first. An effective change management process includes having a graduated plan, giving people information, addressing resistance, allowing time for adjustment, and providing reassurance during the transition.
Effective change management walks you through how change was effected in two instances with specific objectives. This is based upon actual experiences and the reader can therefore glean very practical strategies and approaches that make sense to him or her.
Effectively dealing with conflict March 2011Timothy Holden
1) Toronto Training and HR is a specialist training and human resources consultancy headed by Timothy Holden with experience in banking and training. They provide training course design, delivery, and services for job seekers.
2) Effectively dealing with conflict can provide benefits like better understanding, improved relationships, and higher productivity for individuals and organizations. Conflict is caused by factors like personality clashes, poor leadership, workload issues, and lack of clarity or honesty.
3) Symptoms of unresolved conflict include tensions, poor communication, falling productivity and morale. Mediation and conflict resolution techniques aim to improve relationships and avoid formal legal processes.
Essential Management Skills for Executive Secretaries and Personal AssistantsKenny Ong
The top 3 time management mistakes are: 1) Starting the day without a plan, which leads to doing the wrong activities instead of priorities. 2) Getting out of balance across life's key areas like health, family, work which causes stress. 3) Working in a messy environment which wastes over an hour a day searching for things.
Emotional Intelligence & What it can do for you, Don't be the last to know! Level 88 Coaching
The document discusses emotional intelligence and its importance for leadership success. It summarizes that a study of 515 executives found that those with strong emotional intelligence were more likely to succeed than those with only relevant experience and high IQ. Emotional intelligence involves self-awareness, managing emotions well, and handling relationships skillfully. Developing emotional intelligence starts with self-awareness - recognizing your feelings and reactions, being accountable, and reducing reactions by addressing underlying causes like stress or fatigue.
The document discusses personal skills development and the career development process. It describes the importance of personal skills and attitudes for productivity. It outlines four aspects of development - personal, professional, team, and organizational. It also discusses the basic development process of induction, inclusion, competence development, plateau, and transition. It provides tips for improving skills and lists various means and sources of learning such as self-study, courses, coaching, and on-the-job training.
Emotional intelligence is twice as important as IQ in predicting career success. It involves self-awareness, self-management, social awareness, and relationship management. Leaders with high emotional intelligence know their strengths and weaknesses, manage their emotions well, read social situations effectively, and build strong relationships. Developing emotional intelligence is important for leadership success. While emotional intelligence is not fixed, it can be increased through self-reflection, getting feedback, practicing new behaviors, and building supportive relationships.
This document summarizes a workshop on emotional intelligence presented by Dr. Maynard Brusman. The workshop discusses defining emotional intelligence and its five domains. Research shows that emotional intelligence is twice as important as IQ for leadership success. Developing emotional intelligence can improve motivation, teamwork, change management and relationships. The workshop teaches participants to increase self-awareness, self-regulation, motivation, empathy and social skills to become more emotionally intelligent. An assessment and action planning exercise helps participants understand their strengths and areas for growth.
A recent HBR article highlights the skills that a kind, positive manager might lack: The ability to deliver difficult feedback to employees, The courage to ruffle feathers and drive change,The creativity to think outside the box. But these gaps are simply evidence that her EI skills are uneven.
Experience and studies have shown that having a well-balanced array of specific EI capabilities actually prepares a leader for exactly these kinds of tough challenges.
This document discusses the key aspects of office management. It defines an office as a place of business or professional activity. The modern office is characterized as an indispensable unit for managing information as an important service function and memory/control center, with specialization and decentralization. The primary functions of a modern office include collecting, organizing, retaining, and distributing information to assist in decision making, coordination, and act as a communication medium, memory center, control center, and nerve center.
The document discusses several schools of management thought including scientific management, human relations approach, behavioral science approach, quality management, and systems school. It describes key thinkers and concepts within each school. For example, it outlines Frederick Taylor's contributions to scientific management and Elton Mayo's Hawthorne studies which helped develop the human relations approach.
What is Emotional Intelligence. How to develop your Emotional Intelligence.
Presentation made by Philippe Grall, Executive Coach & Trainer.
President of Equilibre Inc.
www.e-quilibre.jp
The document discusses change management processes and challenges. It describes the three phases of change management as preparing for change, managing change, and reinforcing change. It also discusses Lewin's three step model of change as unfreezing, moving, and refreezing. Some key challenges discussed are planning, lack of consensus, communication, and employee resistance to change. Effective change management can benefit organizations by enhancing best practices and creating an enabling work environment.
Though the Shared Services model has started to gain some momentum in Higher Education, it is still very much the early days of adoption. And yet Shared Services has been around for well over 20 years and has been delivering significant value in the Private Sector and, more recently, in the Public Sector. Many Higher Education institutions are still struggling to understand the potential value from Shared Services, and find the most effective way to implement this model successfully in the Higher Education sector. Chazey Partners co-hosted with UCOP (University of California Office of President) a breakfast meeting to share and discuss key learnings on the fundamentals of Shared Services and best practices, and how to best go about establishing and operating Shared Services in Higher Education. For more details, please visit www.chazeypartners.com/events
Grant Farrell, Managing Director of Chazey Partners US - Consolidating Back O...Chazey Partners
For the conference organised by Association of Academic Health Centers Senior Administrative Officers/Fiscal Officers 2013 Annual Meeting | July 26, 2013 | Santa Fe, NM
Shared Services in Higher Education: Trends, Case Studies & Best PracticesChazey Partners
This document provides an overview of shared services in higher education, including trends, case studies, and best practices. It begins with an agenda that covers trends in shared services, case studies of implementations at various universities, and best practices. Some key points include that shared services aims to achieve higher quality services at lower costs through consolidation and standardization. Challenges to implementing shared services in higher education include political and cultural issues. The case studies provide examples of shared services implementations in finance, HR, IT and other administrative functions at universities such as UNC, Yale and the University of Kansas. Best practices discussed include having a clear business case, change management and communication.
Customer Relationship Managment (CRM) presentation for shared services in the...Chazey Partners
This document discusses customer relationship management (CRM) frameworks for shared services and outsourcing solutions. It provides an overview of the key topics to be covered, which include understanding what a CRM framework is and discussing the 9 critical components of a robust CRM framework. It also discusses how a CRM framework can benefit higher education and why CRM is so important for sustainable success. Finally, it notes that the session will provide examples and help participants design a best practice service partnership agreement.
Anirvan Sen, Chazey Partners Arab outsourcing may 2013Chazey Partners
The document discusses the evolution of shared services from being seen as an administrative extension of HR and finance departments to a specialized customer-centric service function. It outlines how shared services have progressed from captive models in companies to use of hybrid and outsourced models. The presentation highlights best practices for shared services including using a holistic strategic approach, establishing strong governance, focusing on talent management, and leveraging technology.
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Avanza Case Study - Agile Transformation with Customer Focus Mia Kolmodin
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This document provides information about SCORE, a nonprofit organization that provides free mentoring and resources to entrepreneurs and small business owners. It discusses SCORE's services such as one-on-one mentoring, workshops, and online business tools. SCORE has over 11,000 volunteer mentors across the US who donate over 1 million hours annually helping small businesses with issues like business planning, marketing, financial management, and growth strategies. The document also shares statistics on the impact of SCORE, providing examples of clients who have significantly grown their businesses and created jobs with SCORE's assistance.
This document outlines the agenda and content for a women's enterprise coaching programme. The programme includes workshops on operations planning, business planning, and quality management systems. For operations planning, the workshop will cover topics like the operations process, breakeven point, and key success factors. The business planning workshop will discuss developing a business plan, key elements, and benefits. Quality management systems will define what a QMS is, its benefits, and include an individual and group activity to assess participants' current QMS. Group activities are also included for case studies and developing business plans. The programme aims to help women business owners grow their businesses.
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This document provides information about National Restaurant Consultants, a worldwide food and beverage consulting company. It discusses their expertise in restaurant startups, operations analysis, and turnarounds. They have over 120 years of combined experience and provide consulting services for all stages of a restaurant, from concept development and opening to ongoing operations optimization. Their services include business plans, financing assistance, staff training, and operations reviews to improve sales, profits, and cash flow. They guarantee that their operations analysis will save or make more than its cost if all recommendations are implemented.
Post Merger Integration - Challenges & SolutionsSusan Peters
The document provides information about TayganPoint Consulting Group and their services related to mergers, acquisitions, and divestitures. It summarizes their approach to post-merger integration, which involves cross-functional teams led by senior leaders to identify opportunities beyond cost synergies. It highlights benefits like transparency, data-driven decision making, and clear communication. The document also discusses industry trends challenging integrations and questions for clients to consider regarding due diligence.
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Robotic Process Automation End-to-End Implementation RoadmapChazey Partners
RPA is a software solution, commonly referred to as “bots”, which mimic or automate tasks normally performed by humans interacting with data between systems. In common definitions RPA essentially comes down to removing human beings from operations that are repetitive evaluations requiring rules based decision criteria. Whereas automation addresses high volume repetitive tasks, RPA is the next step to include decision making under a controlled set of parameters. Like with other transformations, business leaders should adopt a structured framework with clear, tangible benefits and correctly defined expectations before embarking on an RPA journey. This Robotic Process Automation handbook offers you a clear, structured framework with which to launch and implement your RPA program. It ensures the technology is integrated well within existing systems and business operations and empowers your business to be future ready with dynamic adjustment of processes along your automation journey.
El documento presenta información sobre Chazey Partners, una firma de consultoría especializada en servicios compartidos y outsourcing. Explica que Chazey Partners tiene presencia global con oficinas en varias regiones del mundo. Además, ofrece una variedad de servicios de consultoría en servicios compartidos, transformación de negocios y habilitación tecnológica a clientes del sector público y privado.
City of Houston Case Study: the Power of HR TransformationChazey Partners
The City of Houston's HR Director, Omar Reid, has a veritable success story on his hands, having transformed a decentralized, inefficient HR function into a Shared Services that is today the pride of the City. This article introduces the “burning platform” that drove the HR transformation and takes us through its three core phases.
Leveraging Enterprise-Wide HR Shared Services in Higher EducationChazey Partners
As a Higher Education institute, how do you truly engage Shared Services as a new way of working? In 2015, Chazey Partners was engaged by UCSF to assess its HR Shared Services performance and we thereafter put together a compelling case study on how University of California San Francisco (UCSF) meets its growth projections while supporting enterprise-wide payroll integration through Shared Services.
Why shared services for the higher education, but why not?Chazey Partners
Dr Andrew Rothwell and Ian Herbert of Loughborough University's Centre for Global Sourcing and Services question Chazey’s David O'Sullivan on the transformation that institutes of Higher Education are undergoing in the UK.
Case Study on New Shared Services Feasibility Study and MigrationChazey Partners
If you plan to shift processes out of the business and into a new SSC you better be prepared. Pre-planning is vital, and clearly correlates with a better outcome. Find out how to evaluate an SSO’s impact and choose a migration plan that suits your output targets. To download the case study, click the link below: http://www.chazeypartners.com/sites/default/files/Case%20study%20New%20Shared%20Services%20Feasibility%20Study%20and%20Migration.pdf
Design a Robust Shared Services Governance FrameworkChazey Partners
As SSCs evolve, what is increasingly clear is that if the business doesn’t do its part, then Shared Services hasn’t got a chance. This has given “governance” a completely new role and responsibility, as it establishes joint accountability between the business and the Shared Services. Governance makes real shared services happen. To download the article, click the link below: http://bit.ly/1ESICBy
Over the past decade, a combination of new providers, technology, and capabilities have made global payroll administration a possibility – at least conceptually. The key stumbling block in this debate is the perceived need, on the one hand, for tailored services that are compliant with local regulations, and on the other hand standardization for cost reasons. So, where does that leave payroll?
3 Key Factors to Effective Change Management in Shared ServicesChazey Partners
Change is a constant – in fact, it's often a simple matter of survival. But the best-laid transition plans can and will fail if you overlook the "how" and the "when". Our six-step methodology of effective Shared Services Change Management will keep you on track, as long as you remember three key factors…
What Can an Automotive Products Manufacturer, a US Federal Government Agency, and an Indian Insurance Giant Tell You about Change Management? Quite a lot, judging by the scars they all bear. We asked them why they believe some Shared Services or Business Transformation projects fail, what mistakes they have made, and what they would do differently if they had another chance. It all boils down to Change Management: how it's planned, communicated, and managed. Think it's easy? Read on ...
Hr Transformation Roadmap- Aligning with the Business Commercial AgendaChazey Partners
The document discusses transforming HR functions to better align with business objectives. It describes moving HR from an administrative role to a strategic partner focused on talent management, workforce planning, and other areas that support business goals. The transformation involves setting up shared services for transactional work and centers of expertise for specialized functions. It also discusses implementing business partners, self-service technologies, standardized processes, and other elements to deliver efficient, effective HR support. The goal is for HR to operate as a true business function that helps meet commercial targets through people strategies and solutions.
Case Study on Driving Procure to Pay (Purchase to Pay) Quick WinsChazey Partners
The Procure-to-Pat (Purchase to Pay or P2P) process offers great opportunities for improvement, especially in companies that are decentralized, still paper-based, and lacking standardization. This case study illustrates how a global financial services company significantly improved vendor satisfaction as a result of a focused re-evaluation of the end-to-end process.
Chazey Partners - Your Business Services Partner Chazey Partners
The brochure gives you an edgy information on how Chazey Partners - a practitioners-led global advisory business - works with shared services leaders globally to deliver world-class operations
This document outlines 3 steps for identifying and managing stakeholders during a shared services project:
1. Identify stakeholders and assess their level of support and influence on a grid. Determine if they are positively or negatively inclined.
2. Transfer stakeholders to a management matrix detailing current/desired support levels, engagement approaches, and relationship owners.
3. Categorize stakeholders as critics, neutrals, supporters, or advocates and provide tips on leveraging each group for the project. Regularly review and update the matrix to adjust to changing support levels.
Coca-Cola Hellenic Business Services Centre: 3 Steps from Transactional to Co...Chazey Partners
In just four years, the CCH Business Services Organization in Sofia, Bulgaria, has established itself as a valued and strategic partner. Find out how the team pushed the business to prepare for migration.
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The APCO Geopolitical Radar - Q3 2024 The Global Operating Environment for Bu...APCO
The Radar reflects input from APCO’s teams located around the world. It distils a host of interconnected events and trends into insights to inform operational and strategic decisions. Issues covered in this edition include:
Understanding User Needs and Satisfying ThemAggregage
https://www.productmanagementtoday.com/frs/26903918/understanding-user-needs-and-satisfying-them
We know we want to create products which our customers find to be valuable. Whether we label it as customer-centric or product-led depends on how long we've been doing product management. There are three challenges we face when doing this. The obvious challenge is figuring out what our users need; the non-obvious challenges are in creating a shared understanding of those needs and in sensing if what we're doing is meeting those needs.
In this webinar, we won't focus on the research methods for discovering user-needs. We will focus on synthesis of the needs we discover, communication and alignment tools, and how we operationalize addressing those needs.
Industry expert Scott Sehlhorst will:
• Introduce a taxonomy for user goals with real world examples
• Present the Onion Diagram, a tool for contextualizing task-level goals
• Illustrate how customer journey maps capture activity-level and task-level goals
• Demonstrate the best approach to selection and prioritization of user-goals to address
• Highlight the crucial benchmarks, observable changes, in ensuring fulfillment of customer needs
Best practices for project execution and deliveryCLIVE MINCHIN
A select set of project management best practices to keep your project on-track, on-cost and aligned to scope. Many firms have don't have the necessary skills, diligence, methods and oversight of their projects; this leads to slippage, higher costs and longer timeframes. Often firms have a history of projects that simply failed to move the needle. These best practices will help your firm avoid these pitfalls but they require fortitude to apply.
Taurus Zodiac Sign: Unveiling the Traits, Dates, and Horoscope Insights of th...my Pandit
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[To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
This presentation is a curated compilation of PowerPoint diagrams and templates designed to illustrate 20 different digital transformation frameworks and models. These frameworks are based on recent industry trends and best practices, ensuring that the content remains relevant and up-to-date.
Key highlights include Microsoft's Digital Transformation Framework, which focuses on driving innovation and efficiency, and McKinsey's Ten Guiding Principles, which provide strategic insights for successful digital transformation. Additionally, Forrester's framework emphasizes enhancing customer experiences and modernizing IT infrastructure, while IDC's MaturityScape helps assess and develop organizational digital maturity. MIT's framework explores cutting-edge strategies for achieving digital success.
These materials are perfect for enhancing your business or classroom presentations, offering visual aids to supplement your insights. Please note that while comprehensive, these slides are intended as supplementary resources and may not be complete for standalone instructional purposes.
Frameworks/Models included:
Microsoft’s Digital Transformation Framework
McKinsey’s Ten Guiding Principles of Digital Transformation
Forrester’s Digital Transformation Framework
IDC’s Digital Transformation MaturityScape
MIT’s Digital Transformation Framework
Gartner’s Digital Transformation Framework
Accenture’s Digital Strategy & Enterprise Frameworks
Deloitte’s Digital Industrial Transformation Framework
Capgemini’s Digital Transformation Framework
PwC’s Digital Transformation Framework
Cisco’s Digital Transformation Framework
Cognizant’s Digital Transformation Framework
DXC Technology’s Digital Transformation Framework
The BCG Strategy Palette
McKinsey’s Digital Transformation Framework
Digital Transformation Compass
Four Levels of Digital Maturity
Design Thinking Framework
Business Model Canvas
Customer Journey Map
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