An American automotive company A transformation programme designed to promote a customer-driven mindset
The project: On multiple occassions, the client has experienced challenges when it comes to deployment of transformation projects, including higher staff turnover, outsourcing of functions, etc., which has made it difficult to maintain progress and ensure relevant change and business readiness.
Implement was asked to provide support on the design of a programme that could re-energise the required change activities to ensure a successful deployment of a transformation project.
The initial phase of the project was spent on an X-ray approach to enhance the understanding of the current customer and end-user pains and future dreams related to this.
Several observations and recommendations were made in relation to the following key questions:
The impact: A new governance and delivery model was designed to drive an improved customer experience and organisational capabilities to accelerate impact on these dimensions.
Three steps were taken to ensure effective programme design and deployment:
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