Change Integration

Client Need: Reduce the time/cost associated with expense processing.

Client Considerations: Paper-based and automated approaches were used by 70% and 30% respectively of existing staff. Previous attempt to implement a common, technology solution was shelved due to perception that new process would take longer than existing process.

Solution: Conducted thorough analysis of the existing approaches for expense processing. Met with employees to understand what worked and what did not work in existing process. Identified that client objective could best be achieved through modification of existing expense policy and introduction of an automated system that could accept corporate credit card feeds to facilitate reporting. To address past resistance engaged previous system opponents to understand issues and overcame objections via training, use of job aides and help staff.

Result: Automated expense reporting system was implemented throughout organization. Expense report processing time/cost per employee was reduced by 60%. Increased corporate card rebates while decreasing late fees. Enabled the reassignment of 5 staff members previously responsible for expense report auditing.

Client Need: Increase billable hours of service staff through more efficient scheduling.

Client Considerations: Uneven geographical demand meant that some locations had an excess of available staff while other locations had inadequate numbers of staff to meet customer demand. Work could be highly technical requiring that service staff role hold one or more certifications and/or special training before being able to complete work. Existing scheduling approach was unique in each location, undocumented and with limited exceptions, was done manually.

Solution: Developed database of all service staff skills. With the help of internal IT department conducted comprehensive solution assessment, purchased and configured off the shelf application. Modified existing hiring, personnel change and training processes and systems to work seamlessly with new system. Communicated with and trained existing scheduling personnel to use the new processes and system. Deployed system across multiple sites.

Result: Skills and capabilities of all personnel were captured in one easily accessible location. Through creation of common scheduling system, organization's leadership were more effectively able to forecast utilization thereby enabling the smarter scheduling of staffing levels, training, paid time-off. The amount of time it took to identify technicians for complex projects was reduced by over 80%. With the understanding of the knowledge gaps in the organization's service staff, more efficient training design and delivery were enabled.