Change Management

At Eventus, we are known for our crisp execution to quickly deliver breakthrough results with nimble, multi-disciplinary teams. Rather than “reinvent the wheel” as it relates to methodologies, we adopt and combine the best models for each professional discipline and/or we adapt to whatever methods our clients are already using. For Change Management, our favorite methodology is from Prosci which is anchored to the ADKAR model of Awareness, Desire, Knowledge, Acceptance, and Reinforcement.

There is much debate among our competitors even regarding what Change Management is. In fact, we even encounter others trying to use only Change Management tools in an effort to drive results. We know the key is when our clients need a new solution, we blend Project Management and Change Management principles in order to care for both the technical-side of business change and the people-side of business change. The key to this approach is something has to change in the business, because Change Management in itself can not produce the results and that is why we must connect Project Management efforts as well.
 

CX Governance

Customer Experience (CX) governance is an oversight function which aligns an organizations’ overall governance models and their CX strategies. It enables CX success by driving accountability, establishing oversight, and providing a forum for decision making all while facilitating continuous improvement. Leading CX governance components include:


• Structure – a governance committee
• People – committee members and stakeholders
• Information – supporting reports, documents, risks, and issues.


Partnering with Eventus Solutions Group allows organizations to establish and tailor this framework for managing CX to successful delivery.

Eventus combines our deep CX experience across industries with proven CX governance approaches to establish, manage, and optimize CX delivery for clients. We collaborate with everyone from C-Suite executives to operational support stakeholders to clearly capture our clients’ CX visions and bring them to life through informed, deliberate, and strategic decision making processes.

 

Program Management and PMO

At Eventus, we are known for our crisp execution to quickly deliver breakthrough results with nimble, multi-disciplinary teams. Rather than “reinvent the wheel” as it relates to methodologies, we adopt and combine the best models for each professional discipline and/or we adapt to whatever methods our clients are already using. For Project Management, our favorite methodology is from the Project Management Institute and we abbreviate the phases as Initiating, Planning, Executing, Monitoring, and Closing.

Within the Executing Phase, we like to use nested methodologies for the specific project we’re working. For example, a Continuous Improvement project may need the Lean Six Sigma model of Define, Measure, Analyze, Improve, Control. A Training project may need the Instructional System Design model of Analyze, Design, Develop, Implement, Evaluate. Through this interplay of proven methodologies, we are able to stay keenly focused on leading solution execution.

In our experience, our clients and our competitors struggle the most when they jump right into the Executing Phase. Time and time again, we encounter highly skilled individuals who are so busy and frustrated, because they are working on long task lists without achieving the needed results. One of the ways our teams are different is how they embrace the phrase, “go slow to go fast”, because we recognize how important it is to properly structure, initiate, and plan the work before setting a variety of actions in motion. In contrast, our rigor is how we quickly get to the results!

 

Transformational Value Realization

We have seen multiple transformation programs fail due to impediments such as lack of operational readiness, lack of incentive, and misaligned organizational objectives that are either too broad or are not realistically obtainable. Eventus can help to ensure that your teams are ready to begin using new technology, incentivize your people to be excited about the future, and make sure that everyone in the organization has aligned goals and be able to show the progress they are making towards those goals
 

Continuous Improvement

Our view is that people, process, and technology must come together to create the best outcomes, so once processes are documented and streamlined, our team recommends the needed technologies and employee skills required to support the change, setting organizations up for optimal performance. Our consultants have extensive experience in process design and development in both Customer Service and Back Office operations and have helped both public and private sector organizations significantly improve their business and operational outcomes.

Eventus provides strategic and technology recommendations along with implementation and managed services beyond the Continuous Improvement Process services. Our competitors’ solutions typically end with recommendations, and usually do not include the experience and expertise to deliver on recommendations. Eventus provides additional support to ensure the realization of customer satisfaction and improve the overall customer experience.

 

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