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Process and Change Management

All businesses need to change and innovate in response to, or in anticipation of, their customers' needs and expectations. This can be both challenging and painful for people within the business.

Niche can provide the experience and the talent to manage such change. Here are three key aspects of change where Niche has brought results: - approach, processes and governance.

Approach - a recent role for one of our assigned change managers tasked him with the definition and documentation of impacts across a mobile telco organisation resulting from multiple product launches or system developments and involved the following elements:

• Identification of changes to processes and procedures for internal, operational and customer service departments.
• Gaining of agreement for changes by conducting workshops with impacted business departments.
• Documentation of new and changed end to end processes.
• Definition of changes to customer service agent scripts, Knowledge Management resources and system work-flows.
• Definition of training requirements and course materials.
• Definition of changes to IT systems.

Processes - we provide cost effective Business Change Management and Process Management Skills. Recent activities have included defining at high level, and 'fleshing out' the processes to extend one of our client's reach into new Indirect Channels (Retail & Wholesale) for both branded and non-branded products.

Governance - built a 'Centre of Excellence' in Programme, Project and Change Management capability for a Luxembourg-based financial business.

The Centre comprised the delivery of a proven, compliant Project Management methodology, a strategic development and delivery capability and Project Governance processes to support the brand. In addition, in order to ensure that the Centre and its benefits were sustainable, internal staff were coached to anticipate and deal with further continual change. Additionally our consultants introduced an executive sponsorship capability to support all developments to ensure the fit with the company's strategic vision.

Please look at our section on Transition Management and Outsourcing