Help Desks in the Midst of Mergers & Acquisitions

Help Desks in the Midst of Mergers & Acquisitions

Help Desk Consolidations 7 Rules for Survival – – – – – – Understand the driving business decision Compare key organizational strengths and weaknesses Focus on People, Process & Technology like it’s the very first time! Identify the critical success factors Collaborate & create a measurable plan Enjoy the Adventure! 2

Business Drivers What is driving the business decision to merge or to consolidate? 3 primary reasons: – Reduction in costs – Expansion of operations – Fix a problem Understand YOUR company’s reasons and demonstrate this understanding in YOUR actions. 3

Business Drivers Once you understand the business driver(s), re-evaluate and reconsider: Clients Products/Services Processes & Procedures Performance Measurements Roles & Responsibilities Supporting Technology 4

Business Drivers Once you understand the business driver(s), re-evaluate and reconsider: Clients What is the effect on the current Scope of Service? Products/Services Processes & Procedures Are the targets going to change? Do these need to be changed? Are refinements possible? Performance Measurements Roles & Responsibilities Can the existing technology be leveraged? Are the clients (customers) the same? Are there more? Less? Same profile? Are there duplicates? Are new job descriptions required? Supporting Technology 5

Organizational Comparisons Objectively, compare key area strengths and weakness focusing on people, applications, configurations, defined processes, and documentation. Find the “steady states” among the organizations. 6

Organizational Comparisons The table below lists some of the key areas to consider: People Incident Management ACD System Knowledge Management Knowledge Content Processes & Procedures Performance Measurements & Reports Customer Satisfacton Survey Customer Communications Service Level Agreements Workforce Management Email Management Application Online Self Support New Hire Training Help Desk A Help Desk B X X X X X X X X X X X X X X X X X X X 7

Process, Technology & People Focus on the Process, the People, and the Technology like it’s the very first time. People Process Technology 8

Process Identify and evaluate the 5 core business processes essential to the service delivery process: – – – – – Managing Customer Service Requests Administering Knowledge Resolutions Analyzing Performance Measurements & Activity Reports Managing Service Disruption Announcements Supporting New Products & Services 9

People Identify and evaluate the strengths of the people in the new team and then leverage them. Subject Matter Expertise Skills Judgement & Discretion Experience 10

People Understand the differences. Knowledge Management Interpersonal ACD Systems Leadership MS Office Management MS Project CentreVu Approaching Senior Management Dealing with Difficult People Subject Matter Expertise Skills Judgement & Discretion Experience Handling unique circumstances Communication Problem Analysis Team Transitions New System Development Project Management Budgets & Funding Training & Facilitation 11

Technology If possible, avoid additional capital expenditures and leverage existing software. Focus attention on the configuration & design as well as the supporting business processes, especially for the following: – Incident Management – Knowledge Management – ACD System 12

Technology Three areas of focus: Applications Business Rules & Configurations Supporting Business Policies & Procedures 13

Process, Technology & People Focus on these three, but don’t forget about FACILITY MANAGEMENT & LOGISTICS! People Process Technology 14

Critical Success Factors Understand the critical success factors associated with the consolidation or merger and be in a position to clearly articulate them. – – – – – If XYZ doesn’t happen If ABC does happen. Leadership Funding IMS “Pace Probability Factor” 15

Measurable Plan What are the key components to a well developed plan. – – – – – Logical Organization Measurable Tasks Identified Milestones Distinct Roles & Responsibilities Properly “Paced” 16

Enjoy the Adventure! Life is short . Keep the following in mind: – – – – IMS “PEG Factor” “Go and Grow” Stop, Look & Listen “Sweeping & Dealing” 17

Thank you for joining us!