polaris consultancy final (1)

8/19/2019 Polaris Consultancy Final (1)

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PolarisConsultancy


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Contents

Our AimPain Points

Project Management

Solutions to the Pain points

Costs

Conclusion


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Our Aim

Our aim is to reduce the currentamount of annual loss andincrease eectivity of

employee's.


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Key factors for the project

Capture: identify and capture theissue

Examine: undertae impact

assessmentPropose: evaluate options to

address the issue

Decide: ensure the right level ofmanagement approves the option

Implement: incorporate the optioninto the appropriate level of plan.


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Pain Points

!osing Money "#$% million per annual year&

neective customer service "price increasesnot e(plained to customers&

!imited talent pool ")*+ of ne, hires notseen as top performers&

-e, competitors focused on customer service

#$*/*** lost in failed learning anddevelopment schemes


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Pain Points

Middle management sit 0ac and ,ait "%*+of managers considered ineective

Cultural factors not considered

1etention issues "2*+ attrition rate&

C3O changed often

ssues ,ith the product resulting in a 0adservice


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Key factors for thesolutionCosts: 0udget and spare 0udget for emergencies.Timescale: for ho, long4 Stages4

Quality of the service5 !ime services must 6t ,ith the purpose.7hat is !ime8s aim4

Scope: ,hat ,ill the project deliver4 9eadlines/ speci6c projectgoals and ultimately costs.

Project Scope: :he ,or that needs to 0e accomplished todeliver a product/ service/ or result ,ith the speci6ed features andfunctions/ i.e. does a :-A needs to 0e done" organisational/ tas andperson analysis&

Product Scope: ;:he features and functions that characteri


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Solutions to the painpoints


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Apprenticeship SchemePain Point Solution #utcome

!imited talent pool Apprenticeship scheme for$* managersand $*engineers peryear for =years at atime

ncreases the si


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MentoringPain point Solution #utcome

#$*/*** on failedlearning anddevelopmentschemes

:-AMentoring scheme

Can create maemore eectiveemployees

1etention issues"2*+ attrition rate& Can help lo,erattrition rate

)*+ of ne, hiresnot seen as topperformers

Can mae ,orersmore productive

Middle managementsit 0ac and ,ait"%*+ of managersconsideredineective

Fuild on culturaldesire forcommunity and acollectivist culture


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mproving customerservice

Pain Point Solution #utcome

neective customerservice "priceincreases note(plained tocustomers&

Customer servicetraining

ncreasedcommunication0et,eenorganisation and thecommunity

-e, competitionfocusing oncustomer service

:raining needsanalysis to identifythe ey sills neededto 0e trained

mproves thehandling of customercomplains andEueries increasingthe communitiesvie, of !M3

"Bould et al =**2&inGuences servicedelivery and Euality

ssues ,ith theproduct resulting in a0ad service

1educes theadvantage of thecompetition over!M3


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Managers reapplying forpositions

PainPoints

Solution #utcome

Middlemanagement sit0ac and

,ait

Mangers reapplyingfor positions a

:he most eective managersare rehired using a mi(ture ofpsychometrics and previousappraisals

%*+ ofmanagersconsideredineective

Mangers ,ho staycompletepsychometric tests

A personal development plancan 0e ,ritten for all managers

1eplacement forne, managers tocompletepsychometric tests

Managers ,ho are just 0ello,the criteria can 0e trained intheir ,ea areas to 0e moreeective

Colorado andHills0orough

County "=*$$& foundemployees ased to

-e, managers can 0e trainedup using the apprenticeship

scheme


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MiddleJupper management0oard

Pain Point Solution #utcome

Cultural factorsnot considered

A middlemanagement0oard than canhelp advice theuppermanagement onchanges they aregoing to mae

:his allo,s cultural aspectsto 0e advised on so thecommunity culture and,or culture are considered

C3O changedoften

:his allo,s formore eectivemareting schemes

and changes to theorganisation thatthe ,orforce ,illem0race

:his ,ill result in happier,orers ,ho are more lielyto stay in the organisation

since they ,ill feel they can6t in

Middlemanagement

sit 0ac and,ait %*+ of

Advising on changes to theorganisation and


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Cost of the project

Product Cost

3mployee costs for = years =/)@/=**

Cost of psychometrics

%)**

Cost of materials $**

Contingency cost $%%%2

:otal cost $%&'()&*((+(,


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Summarising pain points ,ithour solutions

-osin. /oney Solutions to the issues athand

neective customer service mprove customer service

!imited talent pool Apprenticeship Scheme

-e, competitors mprove customer service

Middle management "%*+ ofmanagers consideredineective&

Mentoring

Managers reapplying forpositions

Cultural factors not considered Mentoring

1etention issues MiddleJupper management0oard

C3O changed often 1enaming organisation

ssues ,ith the product mprove customer service


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Conclusion

Fy 6(ing the pain points ,e are a0le to helpreduce the pro6t loss to the organisation

:he organisation8s employees ,ill 0e more

eective at management and customerservice ,ith an increased talent pool

7ith the middle management 0oard any

future decisions can 0e made ,hile taingthe local culture into account to havema(imum impact on the customers.


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:han you for listening

We will nowanswer anyquestions youmay have

polaris consultancy final (1)

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