Managing Change

Our services.

Change is an organizational imperative given that markets, people and technology are constantly evolving.

Change is never easy, that’s where we come in. In particular we focus on:

  • Understanding your organizational readiness and ability to change
  • Identifying and engaging with key stakeholders along the change journey
  • Designing and managing the implementation of process and technology improvements

Case Study

Organisation: World leading University

The challenge:

The Academic Registry Enhancement programme was a strategic initiative created to stabilise the Universities centralised back office support function.

What we did:

  • ‘As is’ and ‘to-be’ process mapping of 120 processes across the five functional areas within the Academic registry (Admissions, student finance, records, assessment and examinations, service desk)
  • Creation, communication and measurement of new key process performance metrics
  • Mentored and coached staff on service excellence
  • Project managed the implementation of key items discovered during the process re-engineering phase

The result:

  • Transparency on issues & queries was improved from 7,200 reported issues to 10,500
  • Despite this increased volume performance improved from 72% resolution within 4 working days to 97% resolution within target
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