Change Management Financial Review

 

The IT Infrastructure Library (ITIL) identifies Change Management as one of the critical processes at which an effective IT organization must excel. Whether or not your Contact Center is part of the IT function, change is a constant. A Change Management process can make the difference between a controlled, orderly evolution and a chaotic, disruptive adjustment. Whether it is the introduction of new products and services, technology upgrades or changes in business strategy an effective Change Management process ensures that the Contact Center is prepared to absorb the change without negatively impacting its mission or its customers.

One reason that Change Management is often problematic is that the financial impact of a poor process is often hidden and not visible to executive management. A Change Management Financial Review shines a spotlight on these hidden costs and generally compels management action.

Utilizing Tyche’s powerful CATScan activity-based costing methodology, a Change Management Financial Review will normally be completed within 5 business days (large, distributed or complex organizations may require slightly more time) and will include:

• A review and, if necessary, documentation of the current Change Management process.
• Creation of a detailed financial baseline scenario depicting the current systems and processes.
• Creation of one or more future-case scenario depicting improved Change Management process designs and the associated financial impacts.

• Determination of realistic Returns on Investment (ROIs) for each future-case scenario.
• Identification of the optimum solution and development of a business case to support approval and implementation.
• Design and implementation of a measurement and reporting system to accompany the process implementation.

Knowing what needs to be done and getting the approvals, resources and support necessary to actually do it are two very different things. Tyche’s Contact Center experts can help you build the business case that you need to win approval.

You know that you could do better managing change, but it’s been impossible to know how to make the case and get the support to move forward on it….. now you know!