Project: IT Organization & people, a new way to serve!
In 2006, KPMG Resources had two needs: to enhance the talent and skills of its IT department, and to improve its image towards its internal clients (lawyers, auditors…). So we started to study their IT organization and the people…
When I joined the company as Senior Organization Manager and IT Project Manager in the IT Department, the first thing I did was talk to each of the more than 50 people who made up the department. I asked them about their day-to-day work and about their internal and transversal processes with clients, but also about their motivations, their vision of the area, their skills…. We soon realized that we had to propose changes at two levels: firstly, to professionalize the department (split the areas – Back Office, Standard Systems/ERP Projects, ad-hoc IT software Projects, etc.), and to provide training in new systems to the department. Secondly, and most importantly, relocate people according to their knowledge, experience and, above all, motivations and tastes with respect to their area of personal and professional development.
Services
Project Management (internal Organization Senior Manager)
Client
KPMG Resources, S.A.
Year
2006 – 2008
Challenge
Target
A new department reorganized according to activity and needs, with a renewed and professionalized service portfolio for internal clients, and with motivated people with a clear career plan.
What did we do?
First of all, after interviewing all the IT professionals, we identified and thoroughly analyzed both internal processes and those related to the response to our client. We investigated new ways of working, implementing a cutting-edge ticketing system for the back office and project management for IT consultants. We designed new jobs and proposed changes to employees, based on the results of the analysis of their current skills, motivations and promotion possibilities. Finally, we trained consultants in new technologies to offer them proactively to clients.
What was my mission?
As an new internal Organization and IT Project Senior Manager, I had the opportunity to manage the entire reorganization project from the early stages:
- Interviews with all members of the IT area with a dual focus: analysis of the current situation of the department in terms of activity and management, and analysis of actual and potential talent. Report for the IT director with the hard and soft queries of the analysis, and proposals for action in a year’s time.
- Department Transformation Planning: detailed phases, objectives, indicators and stakeholders. Change Management.
- Project management for the implementation of document management software useful for customers, in order to accelerate the improvement of IT image.
5
THOUSAND happy clients
+5
new tech tools
+50
motivated people
Useful outputs, any time
Services Portfolio and new processes: this reduced the time required to handle internal requests and respond to customers.
Recognition
Just 1 year later, details of the IT department’s rennovation were published in the center pages of the monthly in-house magazine.
More info?
(rational sparks is my consulting firm. Visit rationalsparks.com!)
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rational sparks, s.p.a.r.k.s. method and activities by arantxa acosta is licensed under CC BY-NC-ND 4.0
