Customer Story: Informing Organizational Design
A client at a leading international retailer faced organization growing pains resulting from a recent reorganization. The client was assigned new responsibilities including program management for a wide array of projects while sustaining IT operations for the enterprise platforms supporting store operations and needed some additional bandwidth on her team to define the gaps between the current state process and desired end state. She inherited multiple failing in-flight projects along with highly dissatisfied business partners, and the lack of data and understanding of root causes undermined the ability to effectively deliver on strategic milestones. It was evident to the client that she would need to improve business process management so she asked Loft9 to assess, recommend and implement a solution to improve the organizational effectiveness.
The Loft9 team conducted a thorough assessment of inherited projects and processes to identify pain points and drive prioritization of efforts. In interviews with stakeholders, the team got a clear understanding of the issues limiting project success: undocumented roles and responsibilities, lack of process adherence, poor stakeholder relationships, signs of ‘change fatigue’ the enterprise resource planning platform was insufficient to manage the growing portfolio of projects along with sustaining IT operations.
With the analysis complete, Loft9 worked alongside the client’s leadership team to effectively deploy a new solution. The change management process included socializing recommendations in an interactive workshop, employing a visually oriented communication style and audience engagement activities to encourage participation. Using a method called an ‘art walk’, participants populated large poster profiles with understandings of key responsibilities, points of interaction and ideal state for each of the functions in the portfolio management process to make sure every stakeholder was on the same page and aligned with the overall vision of the organization.
Additionally Loft9 worked closely with the leadership team to reflect on the current state to develop the strategic roadmap that would drive the organization to the next level of maturity. The set of proposed changes were delivered via a lean process improvement management style A3 strategic roadmap helping the client create a twelve month picture of the improvement projects including clearly defined responsibilities and metrics to measure progress.
The process improvement and change management effort included socializing recommendations in an interactive workshop, employing a visually oriented communication style and audience engagement activities to encourage participation.
With the client better able to articulate internal goals and measures of success, team members could connect strategy with their everyday work, while clarified process roles helped reduce responsibility overlap as well as improve understanding of decision rights and accountabilities. The strategic goals of several stakeholder teams were reflected in the process improvement and program management recommendations to encourage partner alignment across related organizations. Overall the client was very satisfied with the approach and outcomes from our delivery and was able to see significant improvement in project velocity and impact.