International
Telecommunications Company
Merging Service Centers of a Telecommunications Group
- In the telecommunications group, two service centers designed processes and information technology for different areas of responsibility (private customers/business customers), but with an identical range of tasks.
- The two areas of responsibility and function were to be merged using tried-and-tested change management tools in order to restore smooth workability.
- Collecting feedback on a regular basis using a wide variety of methods to obtain input for the development of the SPM dashboards (checkboxes, traffic light indicators, percentage bars, etc.).
- Planning and supporting the change process through active change management.
- Implementing various change management tools, including targeted communication, conducting workshops aimed at participation and involvement in the course of the merger, planning and conducting assessment center selection procedures for the first management level.
- Conflict management, moderation and mediation.
- Monitoring the effectiveness of the change management tools used.
- Time savings during the merger up to the operational running of the target organization.
- Conflict reduction and creation of transparence.
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