The solution

The following key objectives were identified:

  • Creating higher value for their businesses by improving the level of service for change management activities

  • Developing common, standardized global processes and deliverables for change management activities

  • Making it easier to secure change management resources for key projects and initiatives

  • Utilizing the client’s methodologies and tools to drive consistency for change management deliverables

  • Providing access to information to support change management activities

To increase the level of consistency for change management deliverables and activities, Issoria implemented a three step process for change manager selection, on-boarding, and quality assurance.  This added method and tool experience pre-screening, pre-onboarding methods and tools knowledge transfer, and a robust status reporting process, to the client’s existing processes. 

The impact

We have so far on-boarded a total of 22 Issoria change managers in EMEA and APAC, including local based bi-lingual consultants in Turkey, Italy, Netherlands, Belgium, Japan, Thailand, China, Philippines, South Korea, and Singapore. 

KPI improvement

  • Reduced Time to fill for resource selection by 68%

  • Reduced Time to fill for on-boarding from resource selection by 51%

  • Increased customer satisfaction for resource quality by 47%

  • Increased resource retention by region by 100%

GPI improvement

  • Speed to stakeholder confidence – achieved an SLA of within 2 weeks 90% of the time.

  • Increased adherence to standards and improved the level of project deliverable on time completion.

  • Improved adherence to project budgets and consultant bill rate for change management.

Increased Net Promoter Score (NPS)

Overall the global change CoE saw an increase in the net promoter score from their internal customers in EMEA and APAC which further enhanced their already strong reputation with global leaders and sponsors.

Issoria has been retained as a long term service provider and the two companies continue to look for ways to add further value through partnership.