IT Systems and Organisational Overhaul for a Business Solutions Firm

Project Overview

A business solutions firm based in Spokane, WA, required a comprehensive overhaul of operational systems and organisational structure to expand its services from employee benefits to payment processing, POS systems, business process analytics, and staff training.

  • Methodologies:

    • Lean Six Sigma

    • Agile Methodology

    • Kotter’s 8-Step Change Model

    • Prosci ADKAR Model

    • Balanced Scorecard

    • Lean Six Sigma: Streamlined processes and eliminated inefficiencies through data-driven decision-making and root cause analysis.

    • Agile Methodology: Used iterative development cycles for system integration, allowing for continuous feedback and quick adjustments.

    • Kotter’s 8-Step Change Model: Created a sense of urgency, formed a guiding coalition, crafted a vision, and anchored new approaches in the culture.

    • Prosci ADKAR Model: Managed individual change through targeted communication, training, feedback, and process integration protocols.

    • Balanced Scorecard: Developed balanced performance metrics to track financial, customer, internal process, and learning and growth perspectives.

    • Needs Assessment: Conducted a comprehensive needs assessment to identify gaps and areas for improvement.

    • Stakeholder Engagement: Involved key stakeholders, including the executive team, department heads, and frontline employees, to ensure alignment and buy-in.

    • System Integration: Selected and implemented integrated systems for payment processing, POS, business process analytics, and staff training.

    • Phased Implementation Plan: Developed a detailed phased implementation plan to minimise disruptions and ensure smooth transitions.

    • Training and Development: Conducted extensive training sessions for staff to ensure proficiency with new systems and processes.

    • Continuous Improvement: Established a feedback loop for continuous improvement and regular performance reviews.

  • Successfully expanded service offerings, leading to a 20% increase in client base within the first year.

    • Improved operational efficiency by 30% through streamlined processes and integrated systems.

    • Enhanced staff capabilities and productivity through comprehensive training programmes.

    • Increased customer satisfaction and retention rates due to improved service delivery and support.

    • Executive Team

    • Department Heads

    • Frontline Employees

    • IT Department

    • External Vendors and Partners

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