Manage our change programme for us

When an organisation decides to implement its customer management programme it will often do so through a set of projects aimed at delivering specific functionality or benefits.

Each project should have its own objectives and be project managed to deliver against them. The projects will always work best if they are integrated at programme level and must be co-ordinated to ensure that the overall programme aims are delivered.

TCF can help you design a practical programme plan to deliver change and achieve benefits detailed in a realistic, easy to track, business case developed from a clear understanding of current and desired states; communicated in a way that shows how things (e.g. behaviours, processes) are now and how they will change. Changes are best communicated in the language of the ‘user’.

Engaging associates, channel partners and other stakeholders from the earliest possible moment of in the construction of the programme is vital (see 'engaging associates & channel partners').

Assessing the organisation against the 5 pillars of change model will identify the risks to achieving the NPV and enable the necessary level of senior intervention, timescales and resource to be incorporated in the plan.

Fitting the change into existing projects and freeing up the resource needed to make it happens the last critical step of planning. Portfolio Management is a useful method of ranking all existing projects and programmes against the organisations' strategic objectives in order to identify which projects can be culled to free up time and budget

The Customer Framework (TCF) offers a range of pragmatic and cost-effective programme and project management tools, methodologies and expert resource to help you deliver your critical customer management programmes. These include working with you to develop custom tools, templates and methodologies and the use of project management methods such as PRINCE2 and MSP.