To identify expectations and requisite commitments between two parties or interdependent groups in a way that enhances trust and builds integrity while driving higher performance levels.
Customer Engagement Session
To provide a forum with selected customer representatives for communicating the details of an organizational change initiative, in order to seek their inputs and their support for the proposed change while determining the optimum path-forward plan for successful implementation of the change.
Customer Requirements Worksheet
To document the customer requirements for a specified product and/or service in order to
- Identify current level of service
- Identify desired level of service
- Identify gaps between the current level and desired levels to serve in developing mitigation plans
Roles and Responsibilities Tool
To take a higher level view in clarifying organizational roles and responsibilities relative to deliverables, interdependencies, gaps and overlaps to achieve a practical understanding of individual contributions to the organization or team.
Vision of Success
From a “stand in the future” perspective, visualize the successful future state of the organization, consistent with the organizational mission and values. This creates a vision statement.
The SWOT analysis is used to identify strengths, weaknesses, opportunities and threats associated with a particular organizational change or organizational objective. As part of the Tercon Change Management Toolbox, the SWOT analysis tool is used in association with a specific organizational changes initiative in order to document:
- Current organizational capabilities in assessing readiness to the change
- Identify any “seize the moment” opportunities presented by the implementation of the change initiative
- Identify threats either internally or externally which could impede the successful implementation of the change initiative
The tool assists the organization involved in the change process by gathering data during the time of change implementation to:
- Build on organizational strengths
- Address organizational weaknesses
- Exploit new opportunities
- Mitigate threats
Issue Escalation Process
To establish a process for issues which cannot be resolved at a lower level to be escalated to a higher level in the organization where they can be addressed and resolved in a timely manner to prevent any negative impacts on the organization, team or project.
Typical issues requiring escalation might include:
• Conflicting resource/staffing demands
• Unmet expectations/interdependencies
• Unclear roles and responsibilities
• Barriers to attaining deliverables
• Scope creep
The resolution can include rendering a decision at a higher level or providing guidance to return the issue to a lower level for resolution.