Prepare for Change: Working alongside Credential management, we defined the change management strategy and customized plans based on Credential’s unique change characteristics and level of organizational readiness. We created measurement systems including Key Performance Indicators (KPIs) to measure quality and productivity so they could monitor progress and ensure sustainability. We also identified and supported a Client Coordinator and created Project Sponsor Management Plans for both internal and external stakeholders to assist in communicating and reinforcing changes.
Manage Change: We helped Credential manage implementation by coaching Change Sponsors, management and front-line staff on proactive process management. We also gave them the tools to measure changes in real time and installed the Daily Operating Report and Weekly Management Report to display each unit’s KPI attainment.
Reinforce Change: Feedback was collected and analyzed to assist in diagnosing gaps and managing change. We worked with management to implement corrective actions, celebrate successes and equip Credential with a Change Management Toolkit prior to handing over the project to their Coordinator.