Human Performance SolutionsMaximizing the results your organization achieves throughout the enterprise during and after your change events.

Services

Dell Services offers a comprehensive approach to managing your most important assets — your people — during periods of change.

Human Performance SolutionsManaging organizational change is a complex process that requires careful diagnosis, planning, and execution. Human Performance is a discipline that recognizes the complexity of organizational culture and human behavior and is an intentional proactive process that anticipates the predictable dip in productivity that occurs when interruptions takes place. Predicting, addressing, and preventing issues will improve buy-in for the change initiative.

The Dell Services DifferenceWhether you’re facing challenges from major business transformation programs or smaller scale change implementations, our Human Performance Solutions deliver superior, sustainable, and predictable business results through people. We work with you to minimize the length and duration of the performance drops that typically occur during business change activities such as mergers and acquisitions, organization design restructuring, outsourcing transitions, process improvements, and ERP implementations. Our proven methods maximize performance levels before, during, and after the change event.

Program components include: Implementing a change acceptance strategy involving senior level leadership from all areas of the business, building a broad-based communication plan for each key stakeholder group, and designing enhanced organizational processes to maximize the value delivered to customers. A key Dell Services differentiator is building unique training programs that help employees understand all phases of the change program and how to work effectively in the post-change environment.

Organizational Change Management (OCM) Managing change to achieve desired return on investment requires an understanding of employee predisposition and a carefully orchestrated change program. We begin with diagnosis, understanding the impacts on your people, and developing a roadmap to guide you through the change journey.

Result: Increased buy-in and acceptance with a stronger overall commitment to the new environment.

Process and Technology EnablementOur educational services are developed around your specific needs based on baseline skills and knowledge of staff. A training program is designed and delivered to augment staff skills in the context of business process and technology use.

Result: Improved job performance.

Organizational Design and Development and Performance ManagementSustaining the changes implemented and altering behavior to elevate performance levels often requires adjustments in workflow, competencies, rewards, and motivation. We collaborate with you to identify and adjust the levels required for complete integration and sustainability of change.

Result: Increased employee engagement and sustained change.

Advisory and Strategic PlanningAligned executives and visionary leadership are requisites for managing a successful change roadmap. We team with you to meet your specific needs for individual coaching, executive team alignment, and strategic planning.

Result: Increased alignment, shared vision, and increased commitment to making it work.

Are you experiencing any of the following negative symptoms of business change?

• No direction, loss of focus, lack of common vision

• The “promised” reward does not line up with the interruption

• Nobody willing to make the final decision, poor role modeling

• Failing to involve those affected by the change because of too much top-down control

• Treating the change as an isolated event and not integrating it throughout the enterprise

• Failing to explain “What’s In It for Me” (WIIFM)

• Neglecting employee culture, behavior, and mindset

• Misdiagnosing the scope and timeframe of change required

• Taking the short-term view

Dell Services has the experience, tools, and access to benchmarking data that will connect your specific change efforts to your business performance goals.

Speed to Value The goal of any change program is to optimize the “Speed to Value” and migrate through the transition period to begin reaping benefits from the new processes.

Our Human Performance Solutions focus on three key Speed-to-Value goals:

– Minimizing performance drop-off after implementation – Maximizing performance level increases rapidly after the change event – Optimizing continual improvement for long-term benefits

Dell Services Change Management MethodThe Dell Services Human Performance Solutions methodologies are designed in a disciplined and phased approach. First, we gather information to help Orient & Focus the change team on the change event(s) to meet organizational goals. Second, we Assess & Plan in order to efficiently formulate prescriptive solutions. Third, we Design & Construct a full change management plan and set an aggressive timeframe for completion. Fourth, we Implement the plan using proven strategies that leverage past expertise. Finally, after successful completion, we Close & Transfer knowledge to enable long-term results.

Human Performance ActionsDell Services has the depth and scope of expertise to help you reach your ultimate business transformation goals. Our Change Management Lifecycle is designed to maintain business continuity for associates, suppliers, and customers.

Dell Services Organizational Change Management Model

Change Event

A

B

C

Change Management with Dell Services

Change Program without Dell S

ervices

Perf

orm

ance

During Change Event

After Change Event

Post ChangeEnvironment

Some of the benefits we deliver for our customers include:• Refined and focused organizational direction with identifiable

strategic priorities

• Individualized initiatives and scopes of work to support broader company goals and objectives

• Increased productivity during and following change events

• Skilled and trained project teams and employees committed to new systems/processes

• Informed, visible, and confident executives leading and influencing change

• Improved alignment with desired culture, workforce, values, and skills

• Designed and executed communication plans to inform and motivate employees

• Advanced customer service experience as the result of a nimble organization able to react to changing business needs and consumer requirements

Dell Services Delivers Higher Levels of Expertise for Greater ValueOur Human Performance model is significantly different than many other firms. We build our team using a “diamond” instead of a “pyramid” model. Here’s the difference:

Pyramid Model — Many firms offer their clients

a team built with staff who have

relatively low levels of experience

in change management. In this model, experienced

consultants are in a small cluster at the top.

Diamond Model — We employ highly skilled

consultants with broad and deep experience. The majority of

our consultants come to us from

the world’s most renowned consulting firms with a

track record of delivering outstanding business results, high integrity, and innovative holistic business solutions.

For more information about any of our service offerings, please contact your Dell representative or visit dell.com/services.

Other Firms Less Team Experience

Dell Services Broad Team Expertise

Dell Services Human Performance Capabilities

Organizational Change Management

Process and Technology Enablement

Organizational Design, Development,

and Performance Management

Advisory and Strategic Planning

Change Plan / Strategy •Change Program

Governance • • •Change Readiness

Assessment • • • •

Communications • • • •Competency Development •

Culture Assessment / Audit • •

Employee Engagement •Employee Satisfaction

Survey •

ERP Training • •

Executive Alignment • •

Executive Coaching •Leadership

Development • •

Organization Design •Organizational

Modeling •

RACI Model • • •Rewards and Recognition •

Role and Job Design •Sponsorship

Development • •

Stakeholder Assessment • • •

Strategic Planning •

Talent Assessment •

Technology Training •Training Registration

and Coordination •

Train-the-Trainer •

User Support • •

Dell Services offers a full suite of services to improve business transformation programs and increase organizational effectiveness.

ServicesApplications Business Process Consulting Infrastructure Support

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