The Challenge
A major retail bank was investing in an ambitious servicing platform transformation that would impact thousands of retail branches.
Given the scale of the multi-year program, the company was concerned about making sure their change plan identified all needs and minimized disruptions to ultimately enhance both the colleague and customer experience.
Project Description
Further Advisory conducted a change impact and readiness assessment with an emphasis on the colleague experience, first identifying organizational gaps and then providing recommendations for managing and delivering meaningful change that is right for the company and its customers.
Outcomes Delivered
- An objective, fact-based, and properly-sourced report assessing impacts and readiness across nine business dimensions: Leadership, Scale, Complexity, Capability, Culture & Politics, Colleague & Customer Experience, Business Processes, Technology & Systems, Organization & Skills, and Policy, Compliance and Legal.
- Identification of strengths, areas of caution, and issues of clear concern, with insights provided on needed program/developmental adjustments, as well as critical communications and training efforts to best affect behavioral change.
- A set of 12 specific and pragmatic recommendations focused on critical change management needs and depicting the dimension/issue resolved, the value they deliver, and in select cases, examples of creative exploration
- An actionable roadmap detailing high and medium priority activities to accelerate strategic planning and tactical execution, while embracing critical stakeholder needs and resources
