SERVICE STRATEGY CONSULTING

Who: Newly formed solar division of one of the world’s largest semiconductor and solar tool makers, a $9.6B, Fortune 500 Company

What: High Performance Business Transformation Consulting/Solution Selection/Service Strategy

Results: Provided service product pricing and support strategy.  Designed contact center business processes to support strategy.  Executed case management for contact center pilot.

  • Created Product Option Architecture
  • ROI Analysis of strategic options
  • Business Process Modeling of service support requirements
  • Application architecture analyzed and created
  • Piloted contact center processes
  • Full documentation of business rules and process
  • Training and policy documentation for launch of contact center tool

How: High Performance Organizational assessment with focus on new business entry.  Virtual Program Management Office Support

  • High Performance model survey business environment, current results, and the organization
  • Comprehensive documentation, process, and metric review
  • Established a Virtual Department Level Program Management Office
  • Provided Project Manager, business analysis, architecture, and development services
  • Used Savvion BPM engine to model/pilot contact center solution
  • Implemented ServiceMax solution