Client	A Telephony Firm's U.S. Based Customer Support Operation
Initiative	Implementation of a World Class Service Center
Primary Change Audience	Change Agents in mid-management of the service center and Targets in the entire service center, their customers, and vendors

Implementation of a World Class Service Center
LaMarsh worked with a Fortune 10 firm to develop and implement change management strategies to expedite the transformation to a World Class Service Center. This involved consultation with the core transformation team to set up a process for addressing the elements of the Managed Change™ model, coaching sessions for the change agents and development of the senior management sponsor capabilities.


As LaMarsh helped the project teams to implement the three change systems, we also addressed the critical strategic issues such as partnership with the unions. We identified the issues the unions would have as these changes were introduced and recommended actions to reduce the impact. We also worked extensively on improving the sponsorship capabilities of senior management in both the enterprise and the union. It was essential to the change that both the union and management leadership adjust their style to deal with the change.