Countries Leading Wireless Carriers I

Business Problem

A wireless provider must respond to significant threats by transforming the systems and business processes used to enable its brand identity focused on attracting and retaining customers. Competitors are closing the gap in customer satisfaction and growing subscribers at a faster rate. In addition, the provider could not address compliance and regulatory requirements in a timely manner. Current system limitations prevent an effective customer self-care, cause delay in the introduction of new products, and are obsolete.

VM Solution

Leaders across all areas of the enterprise conducted an assessment identifying the business imperatives and agreed that a BSS/OSS replacement was the best option to address short and long term strategic priorities. Lake Shore provided services in the program management and experienced lead resources to guide the client through the Vendor selection and process analysis.

LSA’s resources with a track record in Wireless, BSS, OSS, billing, CRM and Customer Services were crucial to guide the client effectively through the process.

Results

With the leadership of Lake Shore Associates, the project team employed an innovative approach to Vendor Selection, with emphasis on the Conference Room Pilot (CRP), Customer Site Visits, Time and Motion Study, Human Performance Engineering (HPE) and Magnitude of Change Assessment (MOCA). These activities allowed the team to proactively manage the process and accelerate the vendor recommendation. The potential vendors were required to follow an extensive list of use cases created to address all core capabilities for the BSS/OSS solution, and provide mitigation details for every gap that was identified.

Once a vendor was selected, Lake Shore was instrumental in the executive negotiations of the license agreements, master service agreements and statements of work.

Learn more about our Vendor Management capabilities here.

Worlds Leading Foodservice Retailers I

Business Problem

The IT Organization of one of the worlds leading foodservice retailers was underperforming due to lack of expertise in delivering integrated projects to global customer base and misaligned Org structure and processes with Business objectives. Which resulted in delay, low quality of projects and operational performance issues.

P³MO Solution

• Establish evaluation criteria
• Interview team & customers
• Extract issues & identify root causes
• Project and portfolio management maturity model
• Recommend solutions
• Prioritize & roadmap

Results

Quick Wins

• Role adjustments
• Process modifications
• Tool enablers

Long term roadmap:

• Organization enhancements
• Cultural changes
• EPMO setup

LSA is currently implementing each of the recommendations. Learn more about our Project Program & Portfolio Management capabilities here.

Worlds Leading Foodservice Retailers

Business Problem

One of the worlds leading foodservice retailers was struggling to deliver Digital Commerce Solutions. Due to inexperience delivering customer facing applications with high degree of back-end integration and undefined ways of working between IT and newly established Digital Business Partner. Resulting in project overruns, conflicting priorities and quality gaps.

P³MO Solution

• Review project portfolio and address immediate gaps
• Establish governance and align IT/Business priorities
• Define PMO processes and facilitate training workshops
• Identify and manage project dependencies
• Define metrics and report progress

Results

• Improved project schedule performance
• Structured ways of working
• Close collaboration between Business and IT
• Clear ownership and accountability structure for projects and products

Global Pharma Company

Business Problem

A global pharma company spinning off from its parent needed help to manage risk as they rolled out a large scale change solution that required a global communication strategy, an extended global team and a new culture.

SCA Solution

• Design sessions with senior management and multiple communication channels to drive global engagement
• Leadership Action Planning to empower Global Managers
• External communications to reduce customer anxiety about the changes
• Training development dyads consisting of the global process owner and the assigned training developer
• Leadership coaching around team processes, change management and process map development

Results

• Critically met spinoff deadlines for the new company
• Collaboration and enthusiasm around the globe as new countries went live over an 18 month period of time
• Customer clarity and loyalty throughout the global rollout

Learn more about our Strategic Change Advisory capabilities here.

Large Insurance Company

Business Problem

A large insurance company formed a change management team to support its enterprise change transformation with a focus on growing the team from within the organization and with new hires. However, there was a recognition that for the team to achieve their goals of growing and embedding change management practices into the systems and processes of the organization, they needed external change support and expertise.

SCA Solution

• Performed an in-depth Organizational Change Risk and Readiness Review to take the temperature and readiness of the corporation for change and assess gaps with the current change management structure.
• Created a journey map to guide client’s work over the next two to three years
• Create an organizational hierarchy for the change management team that would increase executive sponsorship
• Created a service delivery model, that outlined roles, responsibilities and reporting relationships for the change management team
• Integrated the change management team with other important client departments, (communications, training, human resources and the project management office (PMO))

Results

• Better collaboration and integration across departments and strategic partners
• Quicker turnaround on communication
• Greater consistency in planning and processes
• More extensive risk mitigation

Learn more about our Strategic Change Advisory capabilities here

Countries Leading Wireless Carriers II

Business Problem

One of the worlds leading foodservice retailers was struggling to deliver Digital Commerce Solutions. Due to inexperience delivering customer facing applications with high degree of back-end integration and undefined ways of working between IT and newly established Digital Business Partner. Resulting in project overruns, conflicting priorities and quality gaps

P³MO Solution

• Review project portfolio and address immediate gaps
• Establish governance and align IT/Business priorities
• Define PMO processes and facilitate training workshops
• Identify and manage project dependencies
• Define metrics and report progress

Results

• Improved project schedule performance
• Structured ways of working
• Close collaboration between Business and IT
• Clear ownership and accountability structure for projects and products

Learn more about our Project Program & Portfolio Management capabilities here.

Worlds Leading Foodservice Retailers II

Business Problem

One of the worlds leading foodservice retailers was struggling to deliver Digital Commerce Solutions. Due to inexperience delivering customer facing applications with high degree of back-end integration and undefined ways of working between IT and newly established Digital Business Partner. Resulting in project overruns, conflicting priorities and quality gaps

P³MO Solution

• Review project portfolio and address immediate gaps
• Establish governance and align IT/Business priorities
• Define PMO processes and facilitate training workshops
• Identify and manage project dependencies
• Define metrics and report progress

Results

• Improved project schedule performance
• Structured ways of working
• Close collaboration between Business and IT
• Clear ownership and accountability structure for projects and products