Hello,

I have a total of three attempts for mastery level.

1st = NOT MET

2nd = MET

3rd = NOTSUBMITTED

I still have one attempt available to receive mastery level. If i were to add 1-2 additional slides for added context what should be my main focus to attain mastery level.

Developing a Change Management Plan to Maximize Value Miguel Figueroa C Click to add notesAgenda Align Text - Introduction ' Assessment of Current Culture within Company ABC ' Alignment between the Organization, Mission, Vision, Values, Strategies, ' New Change Management Plan ' Creating a Sense of Urgency and Building a Strong Team ' Creating and Communicating the Vision ' Enabling Action and Achieving Quick Successes ' Driving Further Change and Establishing New Practices ' Desired Outcomes ' Summary 2/5/23 PRESENTATlON TITLE - What is the purpose of the meeting and presentation how it will benefit the audience The purpose of todays meeting is to demonstrate how our current culture is one that is not inclusive or aligned with our current mission and vision for our internal employees. I will be reviewing an 8 step process that will guide through \"Developing a Change Management Plan to Maximize Value" Throughout the presentation we need to keep one thing in mind. The employee is this organizations most important resource. More important than our clients because if there is no employee, there is no client. Assessment of Current Culture within IBEX Global - Frontline Employees not receiving coaches' feedback. - No sense of direction. - Lack of culture built around accountability. - Frontline tenure. - Broken promises in the past. 2/3/23 PRESENTAT'ON TITLE In my first 90 days at Company ABC, l have observed that quick and effective action is needed to remain competitive in the marketplace. These issues include: a lack of coaching feedback for frontline employees; a lack of direction; a lack of a culture of accountability; a high rate of frontline employee turnover; and broken promises in the past. - Lack of coaching feedback for frontline employees - Coaches feedback and employee acknowledgement is being completed at a rate of less than 25% - When employees do not receive feedback, they cannot get better or improve their current CSAT AHT scores - Coaches do not know how to effectively provide feedback that can be implemented immediately on their next call. - No sense of direction. - (cont) when coaches do provide feedback, there is no system implemented, shooting from the hip approach. - Lack of culture built around accountability. - There is not documented accountability for coaches, and frontline agents. - All employees must be held accountable to an acceptable performance standard. Alignment between the Organization, Mission, Vision, Values, Strategies... ' who: is our mission and vision? . How do we align our Mission, Vision, Values, and Strategies? ~ How do we win? What is our mission, vision, and values? - Ibex Global Mission Statement - At ibex, we value compassion. We provide opportunities to volunteer, fundraise, and get involved because we know it is important to you as well. It is our mission to make where we live and work a better place. - Ibex Global Vision Statement - To be worlds most innovative IT services and solutions company. Ibex Global Vision Statement - Respect - We create a culture of mutual appreciation, regard and value. In everything we do, we act towards others with dignity while celebrating diversity and acceptance. - Integrity - Our integrity ensures our credibility. Honor your commitments and take ownership of your actions. Our words and deeds are true and reliable. - Transparency - Transparency fosters trust and collaboration. We maintain and encourage straightfonNard dialogue with our leadership, employees, clients, and stakeholders. - Excellence - We strive for excellence in all that we do. Each employee's contribution Is vital towards delivering exceptional customer service experience to our clients. - How do we align our Mission, Vision, Values, and Strategies? ' In order to become the oraanization we are promising to be we must hold our top leaders accountable. - Be an organization that builds a culture of accountability . - Be a supportive organization that provides support from the top down. - How do we win? S.M.A.R.T. - Set specific tasks that must be accomplished - These tasks must be measurable, reporting, etc. ' These tasks must be attainable and realistic - Relevant tasks to their role and to the the overall goal. - Timely, some tasks can be completed in less than 7 days some will take 30 days. - But if we continue to focus on a SMART goal tactic we can achieve great success. New Change Management Plan 1. Create a sense of urgency 2. Building a strong team 3. Develop the vision and strategy 4. Communicate the vision and strategy 2/B/23 PRESENTATION TITLE Creating a sense of urgency and building a strong team: is important in the workforce for many reasons. First, it helps to ensure that goals are met in a timely fashion. When everyone is focused and working together towards a common goal, it allows for more efficient use of resources and less time wasted. Additionally, it helps to foster collaboration and communication between team members, and cross functional departments which can lead to better problem solving and improved morale. Finally, it helps to create a sense of commitment and investment in the team, which will lead to improved job satisfaction and better performance. Overall, creating a sense of urgency and building a strong team is key to a successful and productive work environment. Establishing a Sense of Urgency: Identify and address potential threats to the organization. Create a sense of urgency by communicating the need to act quickly. 1. Establish clear goals and objectives. Identify potential risks and develop strategies to mitigate them. WN Set realistic timelines and deadlines to ensure tasks are completed on time. 4 . Monitor progress and take corrective action when necessary Encourage team members to stay focused and motivated by rewarding successful outcomes . Forming a Powerful Coalition: Identify and involve key stakeholders in the change effort. Develop a comprehensive plan for managing the coalition. 5 Steps to building a strong team 1. Clearly define roles and responsibilities. 2. Foster open communication and promote collaboration. Provide ongoing training and development opportunities. 4. Establish trust and respect among team members. 5 . Set realistic goals and reward progress.' Continued... New Change Management Plan Enabling Action Generate short term wins Driving further change Establishing new practices T'P'V'P Enabling Action: - Identify the obstacles that are preventing progress. - Develop a plan to overcome these barriers. ' Implement the plan and track progress. Generate short term wins: - Set achievable goals with measurable outcomes. ' Break down the goals into smaller, more achievable objectives. - Celebrate success to motivate further progress. Driving further change: - Identify additional areas for improvement. - Implement changes to meet those goals. - Monitor progress and adjust as necessary. Establishing new practices - Assess the current environment to understand current practices. - Develop a plan e__f re practices. - Implement the p ack progress to ensure it is successful. Desired Outcomes who: does winning look like? How do we measure success? Desired Outcomes What does winning look like? We need to increase the amount of time the coaches provide feedback to front line employees from 25% to over 90% in the next 60 days Coaches must be audited and upskilled on how to develop RCA and coaching strategies. Here are just a few items that will determine if we are winning or losing: 1. 9.".'5"PE".N Improved customer satisfaction improved CSAT comes from continuous improvement from coaching our front line Coaches on how to coach and then in turn they will coach our front line employees. Increased employee engagement increased engagement means EEs are happy where they are working at. Increased productivity the objective of any change is to have increased productivity that result in more calls handled with better CSAT Scores Improved financial performance Increased nance reporting allows for more funds being utilized and injected back into the workforce with potential bonus offers Increased employee retention increased rentenion = less frequency of training classes and more agents in a productive state Reduced costs Improved communication Efficient processes and systems Summary Q&A Summary Q&A Developing a Change Management Plan to Maximize Value Change management is important and we must implement these changes now. Utilization of coaching tracking tools currently shows how we are underperforming and are not competitive with our competition. Utilizing these steps will take this organization to the next level we need to be in order to call ourselves successful. With the help of all leaders and the support and resources we have available we will implement these changes. Successful change is important and essential to reach our goals