Technology and Organization Consulting Under One Roof
We ensure the success of your projects as well as the transfer of knowledge to your employees in all regards.
Internal Communication Processes
New World of Work
Through a workshop together with an interdisciplinary team, specific quintessences as well as the companys vision for the New World of Work are being established. Based on this, specific spheres of activities are being identified and the Transformation Map in the dimensions of People, Place, Technology, Partners and Customers is derived from that.
Communication and Collaboration Processes
The selected top processes are analysed in short workshops with small groups of employees. In those workshops improvement potentials of processes by implementing new technologies for collaboration are identified. Afterwards a profitability check is run.
Rules of Engagement
For the establishment of a new way of communication as well as collaboration in new environments (with new technologies, rooms, general conditions) It has been shown that working together works more smoothly by setting Rules of Engagement. After the dimensions for the Rules of Engagement for the company have been defined (regulations versus recommendations, details high versus low, sanctions strict versus liberal etc.) specific rules will be defined together in a workshop.
ICT Systems and Application Selection
The conditions and requirements of the ICT / communication systems are ascertained with the officials and users of the company and then evaluated and recorded in the form of specifications. The customer perspective is introduced based on our Customer Experience Model. In addition, the services needed for installation / integration and operation are described including the necessary service levels. In order to identify potential tenderers, available systems on the market and potential suppliers are evaluated and assessed in the form of benchmarks. The offers obtained in the course of solicitation, in the public sector on the basis of the Austrian Federal Contracts Act, are cleared and negotiated professionally. The result is presented and explained in the form of an offer comparison or recommendation.
Based on the analysis of the current processes and the related costs, optimisation potential which can be established through digitalisation and automation of processes, is derived. Afterwards a development path for the organisation and the ICT infrastructure is established.
Communication Costs and Operational Processes
Operational processes or service processes (between client and contractor - or within the company) for efficient operational processing are developed jointly. The following steps are performed:
- Identification and design of the relevant processes
- Setting the required service levels (SLA)
- Development of KPIs to monitor performance
- Setting required reports for monitoring the operation (taking into account the KPIs)
- Implementation of a contract and service level management
The objective is to evaluate the in each case optimum operating model for existing or to-be-bought ICT systems. Based on the ICT strategy possible operating models are developed, described from a technical and organizational perspective and evaluated in terms of economy. This ensures a comprehensive assessment of the different operating models, because all potential risks and expected impacts can be compared.
ICT Provider Selection
The requirements for the ICT services are ascertained on the basis of the IT strategy and IT Service Management Model (ITSM) with those in charge of the company, and depicted in the form of requirements specifications. The requirements regarding the service processes are collected and documented. A key success factor for efficient operations are appropriate Service Level Agreements (SLA) based on measurable KPIs, a corresponding Service Level Management (SLM) and a targeted reporting. All requirements for the future ICT services are collected in the requirement specifications. The offers obtained in the course of solicitation, in the public sector on the basis of the Austrian Federal Contracts Act, are cleared and negotiated professionally. The result is presented and explained in the form of an offer comparison or recommendation.
Material Cost Optimization
The aim of the tangible cost optimization is a commercial and content related optimization of material costs. Here, existing contracts are optimized commercially, new services, solutions and products are evaluated and the company will be accompanied throughout the entire acquisition or negotiation process. Among others following procurements are optimized by us:
- Acquisition or operation services of ICT systems
- Provider contracts (fixed network, mobile network, LAN, WAN, MPLS, etc.)
- Printing, copying systems (office printer / copier, print and scan lines (production systems), etc.)
- Consumables (paper, etc.)
- Energy costs (electricity, gas, etc.)
- Services (cleaning, etc.)
- Maintenance contracts of all kinds
- ICT devices
- Communications charges
- Postal services
External Communication Processes
Customer Experience Management
The customer communication processes and media use are analyzed along the customer journey. Then the design of target processes from a customer perspective and requirements for the telecommunications call center or IT infrastructure are derived (for example, CRM, workflow, ticket system, etc.).
Multi Channel Management
The objective is the optimal support of B2B and B2C customers of a company through different communication channels. Solutions based on the requirements of customers, which are levied on the basis of our customer experience model, and the strategic and operational framework of the company, are developed. Within the project all potential communication channels are considered individually and in relation to each other, possible organizational implementation scenarios are developed and the technical requirements are presented.
Customer Interaction / Contact Center
Processes, technical facility and efficiency of a Customer Interaction Center get analyzed. The customer requirements and customer expectations are evaluated and compared with the services. Based on the results of the analysis and the identified customer expectations a transformation strategy from a technical and organizational perspective is developed, which considers all relevant input channels (multi-channel concept). Their feasibility and cost-effectiveness is assessed.
Customer Business Flows
The objective is to analyze an organization's existing business area from several points of view:
- From the customer's view looking at the case and the company with the focus "Which experience do customers expect?"
- From end-2-end viewing the overall flow in the company "How are areas working together?", “Do we meet customer expectations?”
- From a high-level perspective considering only important steps and interfaces
New Approaches to Customer Service
To define the initial situation the customer services are rated on basis of the used communication channels and their function in the customer communication (based on the relevant use-cases). Based on our Customer Experience Models, optimization capabilities and customer expectations are defined and compared to the initial situation. The impact of the identified changes are assessed in a economical, technical and organizational way (cost benefit). This assessment is the base of the future concept and is implemented as a transformation plan, that takes the technical and organizational impacts into consideration.
Exisiting processes are analysed end-2-end and measurable optimizations are identified. Target processes are derived, designed and documented using common methods (e.g. BPMN 2.0).
Existing projects are evaluated and set-up and new projects or programs are planned. We take over the role as project or program manager as well as the controlling. Furthermore, we coach project or program managers.