Help Desks in the Midst of
Mergers & Acquisitions
Help Desk Consolidations
7 Rules for Survival
– Understand the driving business decision
– Compare key organizational strengths and weaknesses
– Focus on People, Process & Technology… like it’s the
very first time!
– Identify the critical success factors
– Collaborate & create a measurable plan
– Enjoy the Adventure!
2
Business Drivers
What is driving the business decision to
merge or to consolidate? 3 primary
reasons:
– Reduction in costs
– Expansion of operations
– Fix a problem
Understand YOUR company’s reasons and
demonstrate this understanding in YOUR
actions.
3
Business Drivers
Once you understand the business
driver(s), re-evaluate and reconsider:
Clients
Products/Services
Processes & Procedures
Performance Measurements
Roles & Responsibilities
Supporting Technology
4
Business Drivers
Once you understand the business
driver(s), re-evaluate and reconsider:
Clients
•What is the effect on the current
Scope of Service?
Products/Services
Processes & Procedures
•Are the targets going to change?
•Do these need to be changed?
•Are refinements possible?
Performance Measurements
Roles & Responsibilities
•Can the existing technology be
leveraged?
•Are the clients (customers) the same?
•Are there more? Less?
•Same profile?
•Are there duplicates?
•Are new job descriptions required?
Supporting Technology
5
Organizational Comparisons
Objectively, compare key area strengths
and weakness focusing on people,
applications, configurations, defined
processes, and documentation. Find the
“steady states” among the organizations.
6
Organizational Comparisons
The table below lists some of the key areas
to consider:
People
Incident Management
ACD System
Knowledge Management
Knowledge Content
Processes & Procedures
Performance Measurements & Reports
Customer Satisfacton Survey
Customer Communications
Service Level Agreements
Workforce Management
Email Management Application
Online Self Support
New Hire Training
Help Desk A Help Desk B
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
7
Process, Technology & People
Focus on the Process, the People, and the
Technology like it’s the very first time.
People
Process
Technology
8
Process
Identify and evaluate the 5 core business
processes essential to the service delivery
process:
– Managing Customer Service Requests
– Administering Knowledge Resolutions
– Analyzing Performance Measurements & Activity
Reports
– Managing Service Disruption Announcements
– Supporting New Products & Services
9
People
Identify and evaluate the strengths of the
people in the new team… and then leverage
them.
Subject Matter
Expertise
Skills
Judgement &
Discretion
Experience
10
People
Understand the differences...
• Knowledge Management
• Interpersonal
• ACD Systems
• Leadership
• MS Office
• Management
• MS Project
• CentreVu
• Approaching Senior
Management
• Dealing with Difficult
People
Subject Matter
Expertise
Skills
Judgement &
Discretion
Experience
• Handling unique circumstances
• Communication
• Problem Analysis
• Team Transitions
• New System Development
• Project Management
• Budgets & Funding
• Training & Facilitation
11
Technology
If possible, avoid additional capital
expenditures and leverage existing
software. Focus attention on the
configuration & design as well as the
supporting business processes, especially
for the following:
– Incident Management
– Knowledge Management
– ACD System
12
Technology
Three areas of focus:
Applications
Business Rules & Configurations
Supporting Business Policies & Procedures
13
Process, Technology & People
Focus on these three, but don’t forget about
FACILITY MANAGEMENT & LOGISTICS!
People
Process
Technology
14
Critical Success Factors
Understand the critical success factors
associated with the consolidation or merger
and be in a position to clearly articulate them.
–
–
–
–
–
If XYZ doesn’t happen…
If ABC does happen...
Leadership
Funding
IMS “Pace Probability Factor”
15
Measurable Plan
What are the key components to a well
developed plan.
–
–
–
–
–
Logical Organization
Measurable Tasks
Identified Milestones
Distinct Roles & Responsibilities
Properly “Paced”
16
Enjoy the Adventure!
Life is short…. Keep the following in mind:
–
–
–
–
IMS “PEG Factor”
“Go and Grow”
Stop, Look & Listen
“Sweeping & Dealing”
17
Thank you for joining us!