The client had initiated a change to the way it interacted with other business units in the firm. As a service organization they wanted to develop a close working relationship with the business units they served. They wished to start a new operation to liaise with the business units, but did not have the internal capacity to design and implement it.
The approach to the design of a new business function is highly complex and involves a large and varied skill set. In short, we worked with stakeholders to define the role, responsibilities and accountabilities of the new group. We worked with staff and management to develop the required workflows, processes and materials to support the role. Finally an organizational governance structure was developed and interviews conducted to fill the various roles within the group.
With our help, the client was able to create a functioning and successful customer relationship management group with clear processes, roles, responsibilities, deliverables and accountabilities.