Case studies
A look at how we’ve helped organizations plan for change, communicate it, and prepare their people for what comes next.
Career Path and Mentoring Program
Problem statement: Colleagues in a highly competitive and demanding organization expressed frustration with the lack of clear career path development opportunities and plans and confusion about the skills critical for success and how to develop them. The project resulted in a double-digit improvement in colleague engagement in this dimension.
Deliverables
- Developed a customized mentoring program including ongoing communications, supporting activities and training materials for mentors and mentees
- Developed job profiles for 45 representative roles across the organization with customized skills and behaviors for the key competencies identified in the Enterprise Model
- Created a Career Path Planning toolkit including roles and responsibilities, calendar of suggested career planning activities integrated with existing performance review and individual development programs, guiding principles and FAQs for successful career path planning
- Profiled five colleague success stories to demonstrate varying approaches to successful careers within the organization
- Developed and managed the program launch, communication plan, and custom Intranet pages
Fortune 50 Communication Strategy and Implementation Support
Problem statement: An organization requested a communication strategy and implementation support following an organizational redesign to provide the means for two-way communications and proactively identify opportunities for course correction.
Deliverables
- Developed a change readiness “pulse” survey for employees following organizational redesign
- Served on a committee with senior leaders from Corporate Communications and HR Business Partners to develop a communication plan and strategy for the leadership team
- Developed leadership cascade materials in order to improve communications within the organization
- Worked with a technology vendor and served as the project manager for deployment of the survey and dashboard tool
- Provided results of the surveys to an Executive Leadership Committee to guide high-level communication strategy
- Worked with Corporate Communications to develop specific communication strategies such as Podcasts and in person visits to office locations
- Developed and documented process improvements for an important employee nomination process recognizing employees who provided breakthrough value
Organizational Redesign & Enterprise Change Management Methodology
Problem statement: A large-scale organization was undergoing a redesign and needed a comprehensive change management strategy and plan to prepare and reassure employees, maintain consistent communications across the organization, and minimize disruption.
Deliverables
- Provided project management support for an organizational redesign
- Developed a change management plan to support organizational redesign efforts
- Developed and managed the communication plan for the organizational redesign
- Served as project manager for the enterprise team that developed an enterprise change management strategy and toolkit including tools for communication planning, training planning, talent retention and engagement, on-boarding, work distribution and transfer, stakeholder-risk-impact analysis, and change readiness assessments
- Developed and delivered training materials for leaders on how to lead colleagues in times of change
- Developed web-based training for colleagues on “Embracing Change”
- Developed a session and toolkit for HR Business Partners providing an overview of the methodology and toolkit
Implementation Process Improvement and Change Management
Problem statement: Comprehensive process improvement project required a change management plan to prepare and inform employees about upcoming changes, minimize disruption, and manage concerns about job security and identify and develop skills needed for success.
Deliverables
- Developed and managed change management plan for multiple phases of the process improvement project
- Developed and managed the communication plan
- Created specific communication deliverables including newsletters
- Developed change management interventions including “brown bags” with leadership and colleagues
- Developed and deployed change readiness surveys
- Scheduled and managed agendas for regular change management meetings for the initiative
- Provided instructional design support to the Training Team and created training deliverables for multiple phases of the process improvement project including job aids, reference guides, and web-based training material
Curriculum Redesign
Problem statement: An Implementation Team facing high employee turnover and low job satisfaction ratings requested assistance with evaluating and restructuring the curriculum to develop the skills for success in the role.
Deliverables
- Developed Implementation Manager Training Profile
- Documented skills needed in the Implementation Manager role
- Recommended Strategic Curriculum including Training Program Recommendations
- Documented Curriculum Overview including high level Implementation Process
- Recommended role plays and scenarios to help practice the components of the role
- Recommended skills assessment process including high-level implementation plan
- Recommended coursework that can be completed in advance of an instructor-led class
- Developed Implementation Plan for the Strategic Curriculum including work effort
- Provided recommendations for quick hit training improvements for colleagues
- Evaluated the mentor program including opportunities for improvement, availability of mentors and feedback from mentees about where additional support is needed
Member Communication Strategy
Problem statement: A healthcare provider needed to provide their clients with a clear communication strategy and timeline for interaction with the client’s members to keep the client informed about how and when their members would receive information prior to and during the onboarding process.
Deliverables
- Developed overall member communication strategy
- Developed detailed member communications plan and graphical timeline including client dependencies reinforcing client milestones
- Created template presentation for clients explaining the member communication strategy and sample high level plan, timeline, purpose of each communication and its importance
- Created FAQ support document to highlight opportunities for customizing presentation and templates
Implementation Process Review and Implementation Tool Development
Problem statement: As the result of an acquisition, an implementation team from a smaller company was joining the implementation team of a much larger company. The team needed a detailed process review, along with the creation of standardized tools, in order to facilitate a smooth transition.
Deliverables
- Conducted SME Interviews across the organization to gather cross-functional input on the current process
- Provided recommendation for Project Implementation Process Review Structure
- Created a consistent Client Experience by building out enhanced tools, templates, and resources for the Implementation Team
- Developed a more streamlined and consistent set of tools including, an internal client implementation guide (440 pages), wiki and redesigned SharePoint site to house documentation
- Trained users on the navigation and ongoing maintenance procedures for the enhanced tools, templates and guides
- Facilitated and drove cross-functional meetings with enterprise PBM implementation leaders to assist with change readiness and awareness
Large Scale Systems Consolidation Change Management
Problem statement: Complex platform migration project impacting nearly all functions across an enterprise needed a comprehensive Change Management strategy and implementation support to ensure leadership alignment, stakeholder engagement, and provide employees with the skills and abilities needed to be successful following migration. The successful migration effort resulted in a $200M savings for the company.
Deliverables
- Developed and executed change management strategy and planning
- Coordinated project and change management efforts across various workstreams
- Developed and executed comprehensive change management project plan, communication plan, and training plan
- Developed change management tools for workstreams including Stakeholder-Risk-Impact Analysis and Work Distribution/Transfer Tools
- Developed and executed the Talent Retention & Engagement strategy for the project team
- Oversaw project management for a post migration issue triaging center including updating of daily log, dashboard, and facilitation of meetings
- Developed and executed a change campaign for the overall migration effort to generate enthusiasm amongst stakeholder groups
- Developed communications / key messages
Creating a More User-Friendly Information Management System
Problem statement: An internal document and information management and retrieval system lacked an intuitive structure designed for its primary user audience. This led to frustration, use of outdated information, and content owners being overwhelmed by repeated requests for information.
Deliverables
- Created a new overall navigation and design approach for an internal document and information management and retrieval system
- Developed a home page designed to quickly and efficiently direct users to the information most relevant to them
- Established standardized collateral guidelines to ensure materials meet the needs of the sales team and maximize marketing team investment in products that align with the enterprise strategy
- Improved search functionality with document tagging and actively archiving out-of-date materials
- Developed a cross-functional governing body and regular meeting cadence to review updates and identify areas of opportunity to improve the user experience