1. Ernst & Young Luxembourg Change Management Offer
Content
A. Context and needs
B. Solutions
C. Methodology (steps)
D. Methodology (tools and topics)
E. Strategy and light motive
F. Experiences and positioning
G. Competencies and commitment
Monday March 9th, 2008
2. Operations & Projects
effectiveness & efficiency
A. Change Management Context and needs
%
Projects that fail
Non productive activities
Market demands and volatility
Competition / globalization
New technology
Quality
Delay Cost
Impacts of the human side on the system
2 needs for change:
(a) Modernizing practices to (b) welcoming
the necessary changes as opportunities to
grow
Prosci, page 9: correlation between
change management and (a) meeting
project objectives, (b) staying on
schedule
Statec: indicateurs synthétiques de
compétitivité basé notamment sur les prix
relatifs, le coût salarial et la productivité
http://www.statistiques.public.lu/fr/publicatio
ns/conjoncture/Economie_et_statistiques/200
7/20_2007/20_2007.pdf
3. Durabilité et effet du
changement dans le
temps
Efficacité et valeur ajoutée
de l’intervention Change
Complexité et degré
d’implication
Project
management
assistance
Modernizing
functions and
business models
“retrofit”
Deploying
corporate strategy
Need for change
Thinking planification/organization
Optimal coordination/collaboration
Customer service Excellency
Leadership and managerial performance
Vision, Challenges
Culture, Values
4. B. EYL Change Management Solutions
Definition of Change Management: EY PoV:
The integrated approach to managing people through a ongoing journey of
change that maximises benefit and minimises risk
Value added of the
change intervention
Complexity and
stakeholders involvment
Lasting and time effect
1
2
3
4
Workforce integration and skills development
Leadership and managerial performance
Knowledge management
Professional and personal development
Planning and coordination
Animation and team cohesion
Gathering and transferring competencies
Function reengineering
Setting new functions
Implementing culture, values, vision
Customer service Excellency
Corporate social responsibility
Workforce Potential
Reorganization and project assistance
‘Retrofit’ for modernizing corporate functions
Implementation of corporate strategy
5. B. EYL Change Management Solutions (2eme essai)
Corporate
policy implementation
Function upgrading
and reorganization
Project integration
Worforce empowement
RH policy
Internal communication policy
External policy (CSR)
Performance management
Restructuration/merging/Outsourcing
Customer service excellency
Leadership and managerial performance
IT
Quality
Restructuration fusion
6. B. EYL Change Management Solutions (3eme essai)
Achieving potential puzzle
Corporate policies
implementation
Worforce
empowement
Function
reingeniering
Project
integration
7. Internal
communication policy
Human ressources
policy
Leadership
Workforce
empowement
Awareness
Internal
communication
Coordination
Animation
Customer service
excellency
Corporate social
responsibility
Cultural alignment
Communication with
stakeholders
Corporate values
implementation
Project promotion
and appropriation
Setting, post merger
and outsourcing
Process retrofit
(diff) A common framework:
•Understanding need for change: survey, interviews, documentation
•Operational evaluation: processes, procedures
•Socio organizational assessment: organigramme, flux d’information, relations de pouvoir,
jeu d’acteurs
•Risk evaluation: technique, image, conflits cociaux
•Internal communication: plans, supports, incentives
•Training: learning programs, coaching
•Project management assistance enjeux des stakeholders, coordination, measurement,
capitalization
EYL Change Management Solutions
8. C. EYL Change Management Methodology
Understanding
the matter
Operational
assessment
Socio
organizational
evaluation
Analysis and
risk assessment
Recommandations
Plans and
programs for
transformation
Deployment
assistance
Piloting
Measuring
Capitalizing
Need for change
Identify
Diagnose
Design
Deliver
Sustain
9. Understanding the matter
Operational audit
Socio organizational evaluation
Brainstorming and analysis
Recommandations
Plans et programmes de
transformation
Accompagnement à la mise en
oeuvre
Pilotage
Mesure
Capitalisation
Identify Diagnose Design Deliver Sustain
C. EYL Change Management Methodology (illustration 2)
10. Topics Tools Technics Concern
Identifying the matter Culture, valeurs
RH and internal
communication policies
Entretiens
Consultation
documentaire
Questionnaire semi-
directif
Operational assessment Postes et fiches de
compétences
Process and procedures
Tableaux de bord et
indicateurs
D. EYL Change Management Methodology
11. Topics Tools Technics Concern
Socio organizational
evaluation
Organigramme, rôles et
responsabilités
Flux d’information et
relations de pouvoir
Comportement et jeu
d’acteurs
Sociologie des
entreprises
Analysis and risk
assessment
Matrice des risques avec
actions correctives et
préventives
D. EYL Change Management Methodology
12. Topics Tools Technics Concern
Recommandations Alignment and
improvment of structure
and people involvement
Flow charts
Benchmarking
Plans and programs for
transformation
Strategy d’intervention
Communication
Education
Matrices
Training, coaching
D. EYL Change Management Methodology
13. Topics Tools Technics Concern
Deployment assistance Alignment
Assessing up to date
situations
Piloting
D. EYL Change Management Methodology
17. G. EYL Change Management Competencies and commitment
18. Des solutions Change Management pour l’aide à la décision
Déploiement de la stratégie
Les missions du CM sont l’élaboration et la mise en œuvre de programmes d’excellence
et de performance
pour que la rentabilité de l’entreprise et l’efficacité de ses activités passe par la capitalisation
du potentiel des personnes et des opportunités d’affaires
Performance = résultat optimal
Business Advisory Services provides independent, objective and high value business advice to
our clients. Our consulting teams work with our clients to help them achieve measurable and
sustainable performance improvements which are sustained after the project finishes. We focus
on finance transformation and operational improvement work with the world’s leading public
and private sector organisations.
19. Capitalisation des connaissances
& Développement des compétences
Performance ressources humaines
Leadership
& Performance managériale
Excellence service clients
=> Performance opérationnelle
Déploiement de la stratégie des projets de
réorganisation & fusion/acquisition
Programmes
Change Management
EY Luxembourg
Nos solutions Change Management: Programmes de performance
20. Capitalisation des connaissances
& Développement des compétences
Leadership
& Performance managériale
Excellence service clients
& Performance opérationnelle
Déploiement de la stratégie des projets de
réorganisation & fusion/acquisition
Change Management
EY Luxembourg
Notre programme Excellence service clients & Performance opérationnelle
Concrètement, les solutions:
Projet d’optimisation des processus et amélioration continue
Charte Qualité et Engagement service client
Les problématiques
Taux de réclamations clients
Délais de réponse et qualité de traitement
Frais administratifs et juridiques
Coûts de non-conformité
Litiges et association des consommateurs
Les enjeux
Image, réputation:
Ouverture de la communication (internet, forum,
blogs)
22. Quality in everything we do
!@
Nos Solutions
Change Management
Excellence Service Clients &
Performance Opérationnelle
Leadership &
Performance Managériale
Réorganisations &
Sociologie des projets