安达信咨询方法与工具资料库WPLAN-08
Init. ID#ORG01 - Customer Development Initiative:Define Critical Process Flows
1.0Identify all critical processes and related activities20 (5 to 7
per area)Relating to new organizational structure
1.1Generate list of critical processes and activities
that support new organization structure
1.2Map critical processes
1.3Identify value added activities
1.4Rank/prioritize critical process activities
1.5Gain understanding of how processes are
interrelated
1.6Achieve consensus from stakeholders/key process
owners
2.0Benchmark recommended process designs with
AA experts 8Identify similar business
process designs within and
outside of industry
2.1Confirm with AA marketing experts
3.0Identify barriers/enablers to achieve new process
design 5Determining barriers regarding
the flow of critical processes
that will hinder performance
3.1Conduct brainstorming session to identify barriers
3.2Identify potential impacts on processes
3.3Conduct brainstorming session to identify enablers
3.4Utilize Expert/Best Practices information
3.5Confirm action plans and primary responsibilities
4.0Finalize recommended processes with
stakeholders/key process owners
10
4.1Ensure understanding of critical process flows
4.2Achieve consensus from stakeholders/key process
owners
Init. ID#ORG01 - Customer Development Initiative:Define Critical Process Flows
5.0Communicate redesigned processes to
organization 10Communicating the transition
to the future organizational
state
5.1Develop information materials for organization
5.2Customize communication plan
5.3Communicate process design to organization
6.0Integrate revised processes5Merge initiative with initiatives
in other focus areas
6.1Coordinate with other implementation teams
6.2Identify implementation dates for redesigned
business processes
Init. ID#ORG02 - Customer Development Initiative:Define Roles/Responsibilities
1.0Review organizational needs based on project
findings 2Assess the current availability
and positioning of resources
1.1Identify resource gaps 1.2Prioritize resource needs
2.0Identify jobs and associated roles/responsibilities
needed for new organization design 15Managerial, professional,
clerical (Key Acct. Mgrs, E/W
Mgrs for W&R, VP CD, Dir
CS, Inside Sales people, W&R
Mktg Mgrs)
2.1Identify key positions
2.2Detail all positions and determine staffing totals by
position/job type
2.3Define reporting relationships (particularly cross-
functional)
2.4Assess the ability to relocate non-value added
activities to support functions
2.5Communicate the necessity to reduce non-value
added activities
3.0Develop draft job descriptions10
3.1Identify skill requirements for all key positions
3.2Assign "weighting" ranks
3.3Provide clearly defined and understood
responsibilities and accountabilities
4.0Identify all stakeholders/key process owners3HR involvement
4.1Review list of key positions
4.2Confirm job assignments as determined by skills
assessment initiative
5.0Identify and allocate resources (FTEs & $s) to the
critical processes 5May follow skills assessment
phase
5.1Confirm primary (high-impact or high resource)
business processes
Init. ID#ORG02 - Customer Development
Initiative:Define Roles/Responsibilities
5.2Allocate FTEs and associated $s based on
identified roles/responsibilities and findings from
the skills assessment
2
6.0Gain consensus from stakeholders/key process
owners
6.1Ensure understanding of organization structure
6.2Finalize roles/responsibilities needed for new
process design
7.0Communicate roles/responsibilities to organization5Communicating the transition
to the future organizational
state
7.1Develop communication plan
7.2
Communicate roles/responsibilities to organization
Init. ID#ORG03 - Customer Development
Initiative:Perform Skills Assessment
1.0Conduct employee focus groups and interviews5
1.1Confirm necessary and desired skill sets
1.2Confirm skill weightings
1.3Review and utilize initial project interview
information
1.4Conduct management and non-management
interviews for additional information
2.0Create skills assessment survey5
2.1Use focus groups and interview results to design
survey
2.2Review designed survey with stakeholders
3.0Perform skills assessment20
3.1Conduct one, or a combination of, the following
skills assessment techniques:To be filled out by supervisors, and Departmental employees
A) Skills assessment survey (See workstep 3.0)Those surveyed may be asked
to rate the organization and
themselves against their
perception of competitor
capabilities - Supervisory evaluation
- Peer evaluations
- Interdepartment evaluations
- Self-assessments
B) Individual skills assessment based on historical
performance reviews, and downward and upward
evaluation trends
3.2Identify gaps in skill sets
3.3Identify positions that provide a strong fit with
individual's skill sets
3.4Identify candidates that need training to fit certain
positions (trainable)
3.5Identify candidates that should be assigned to
other areas (non-trainable)
Init. ID#ORG03 - Customer Development
Initiative:Perform Skills Assessment
3.6Assess need to procure outside resources/skills
3.7Assign individuals to key positions
4.0Communicate findings3
4.1Analyze survey and assessment findings
4.2Finalize recommendations of personnel that are
best suited for each position
4.3Review with stakeholders/key process owners
4.4Finalize development opportunities for personnel
5.0Plan curriculum3
5.1Identify improvement options to address
development needs
5.2Stakeholders ensure that development candidates
are trained in the need areas
6.0Develop coaching program5Build into organization during
implementation phase
6.1Create personal development instrument to
determine employee's strengths and development
opportunities
6.2Launch a coaching program
Init. ID#ORG04 - Customer Development Initiative:Develop Performance Measures
1.0Review corporate mission, vision, strategies, and
KPIs 2Information from Strategy
articulation and KPI session
1.1Confirm that overall corporate strategy is
supported by new process design
2.0Set performance targets for Customer
Development, Marketing, and Customer Service 20Focus groups from key
stakeholders
2.1Align customer needs and develop objectives
2.2Align targets to critical process flows
2.3Develop performance measures that are
measurable, actionable, linked to objectives,
controllable, simple, credible, and integrated
2.4Review effective performance measures from
other organizations
2.5Prioritize the performance measures
2.6Ensure that performance measures are balanced
with respect to cost, quality, and time
2.7Review first draft of measures with stakeholders
3.0Identify performance barriers5
3.1Identify skills, attitudes, and behaviors
3.2Confirm clarity of roles
3.3Determine communication effectiveness
4.0Overcome performance barriers5
4.1Assign responsibility for overcoming barriers
4.2Develop action plans to overcome barriers
4.3Implement continuous learning plan
4.4Leadership development
4.5Develop communication model
5.0Finalize performance measures with stakeholders5
5.1Gain consensus, and refine if necessary
Init. ID#ORG04 - Customer Development
Initiative:Develop Performance Measures
6.0Determine tools to monitor and evaluate
10
performance
6.1Track results vs. targets
6.2Manage future performance
6.3Take corrective action
7.0Reward and coach10
7.1Review existing performance appraisals
7.2Integrate new performance measures into
appraisal process
7.3Reward and incent desired behaviors
7.4Review the coaching process for effectiveness
7.5Develop recruiting and selection process criteria
8.0Conduct cross-functional working sessions to
5
refine performance measures and develop
consensus
9.0Compensation review20Primary involvement from HR
9.1Review existing compensation practices Key Account Mgrs, E/W Mgrs
W&R, Inside Sales people,
DSMs, VP CD
9.2Review Best Practices/alternatives
9.3Design new compensation plans
9.4Review with stakeholders
9.5Determine transition plan
9.6Roll-out