Introducing Cindy Sachar, B.A., M.A.

A seasoned business professional with over 12 years experiences in Telecommunications, Staffing, Government Services, Financial, Start Ups, Contact Centres, IT

Clients:

1

AREAS OF EXPERTISEAreas of expertise that would benefit the World Vision Project

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AREAS OF EXPERTISEAreas of expertise that benefit World Vision Project

3Project Stages

PROCESS OPTIMIZATION - Stages• Create an inventory/catalogue of existing processes (as-is)

• Create an inventory/catalogue of policies/procedures

– Category, Process, Policy, Estimated length of time to complete, Priority, Frequency of use, Gaps

• Identify processes to be created (to-be)

• Perform a gap analysis

• Identify the target audience

• Create a work back schedule

• Schedule meetings to facilitate information gathering sessions

• Facilitate sessions either one on one or in groups

• Create process as is – Visio, Word and Excel

• Create best practice process and to be - Visio, Word and Excel

• If technical, create a data dictionary

• Create templates and naming conventions for process map

• Obtain Validation – through review or pilot

• Conduct Quality Testing

• Revise based on validation

• Sign Off/Approval

• Translate

• Communicate and Train

• Implement4

CHANGE MANAGEMENT

• Objective:

To ensure that all teams and groups:• Are aware of the change

• Are able to use the relevant tools

• Understand where to go for support

• Have a vehicle to provide input/feedback

• Communication Avenues: • face to face meetings, large company meetings (town hall meetings),

posters, website/intranet

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CHANGE MANAGEMENT

Change Analysis:• Define the change

• For whom will this be a change

• Describe the change

• Research what happened during last change

• Assess the organization readiness for change based on audience

Risk Analysis:• Define the risk

• Identify the risk owner

• Impacts

• Design options

• Severity of risk

• Action

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CHANGE MANAGEMENT

Audience:• Identify who will be impacted by the change

• Identify key characteristics of the audience that have a change impact

• Identify possible change or other project interventions

Key Messages:• Based on phases, decide on the key messages

• Determine audience for specific messages

• Assign dates

• The building of communication ensures that 5 key questions of change management are addressed

• What do you want recipients of this initiative to

– Think, Know, Feel, Say, Do

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CHANGE MANAGEMENT

Needs Assessment:• Look at current state, future state – identify gaps

• Rate severity of gap

• List intervention for gap

Tactics:• By Audience

• By Phase

• By Date

Note: This feeds into WBS and project plans

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TRAINING

• A well thought out training plan is crucial for the success of any project.

• Objective:• Group Training Sessions

• One on one coaching (relevant in contact centres)

• Job Aids, Manuals, Check Lists

• Troubleshooting Guides

• Learning Portal – intranet site

• Training Best Practice: • Identify key internal employees to be training leads to become

ambassadors of the program

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PROJECT MANAGEMENT• Sound planning is key to a successful project with contingencies built in• Track and monitor the project using Work Back Schedules – in Excel for ease of use

• Utilize project management principles

• Communication is key when managing projects

• Conduct pilots and/or testing where appropriate

• Endeavour to obtain agreement and buy-in from stakeholders

• I have had success working with major milestones and managing tasks within the milestones

• Communicating Project Status: • Weekly status reports

• Monthly updates

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DEPLOYMENT

• Objective:Deployment takes into account all people who require to be considered for the project launch:

• Deployment Work Back Schedule

• Deployment Considerations: • All affected heads of departments need to be involved in the deployment

planning meetings

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FACILITATION

• Objective:• To bring together a group of knowledgeable employees to elicit knowledge

and experience, manage difficult discussions, create consensus and decide on a way forward

• Coaching Role• To provide advice, while clearly distinguishing the facilitator`s views from

those of the participants, in order to maintain the integrity and credibility of the process

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PROJECT STAGESSuggested Project Stages for the World Vision Project

Sign OffDesign/

Build Pilot HypeResearch/

Scoping

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LaunchPost

Launch