At Unleash, we offer a wide range of services, with a clear focus on business value. Our engagement starts with the identification of desired business outcome, and working backward to identify levers and relevant interventions.
Our services help clients ensure that all efforts and resources invested yield the benefits and results being pursued, around these five outcomes.
Loyal and engaged customers, through customer centric excellence
Customer centric excellence is at the heart of business success, and one of the primary strategic objectives of any organizations large and small, in B2B and B2C.
We help our clients design and implement a holistic program that builds on a continuous understanding of their customer’s pulse. We help our clients identify what creates value, and then build the end to end value chain across the organization to deliver that value – consistently, efficiently, and in a manner that creates delight and engagement. We also work with our clients to ensure that their extended teams across partners and vendors, who participate in service delivery, are aligned to their customer experience program.In a B2B environment, our ‘key account management program’ addresses all aspects of customer value – from the tangible value to the intangible relationship aspects.
We also support in creating brand standards, converting them into aspects of product and service, and driving them across the value chain.
Our unique approach ensures that the program addresses all the components, that build and maintain a customer centric culture – processes, people, measurements, technology, policies and the softer elements of ‘experience management’ – in a sustainable fashion.
High performing, passionate and competent people
Building an organization of high performing, passionate and competent people, is critical to deliver the customer value, and achieve business outcomes. Human Resource interventions and initiatives are many, often disconnected from the ‘why’ and ‘what’ impact these initiatives have on the larger strategic objectives and customer value.
We bring a strategic view to talent management, engagement and development, helping clients design and utilize organizational development, performance management and competency programs, as well as identify desired elements of ‘culture’ and implement programs that build that culture.Our unique approach to building capabilities and competencies integrates classroom training, hands-on practice, feedback and one on one coaching for best learning outcomes.
Integrated, lean, business processes
Initiatives to correct and improve business processes, supported by tools like six sigma and BPR have been driven by many organizations. However, few achieve success. Many initiatives are designed at the operating level without thinking of the strategic interconnect; often these improvements are at a ‘component’ or ‘function’ level, leading to low impact, sometimes even misalignment and conflict.
We work with clients, to first identify the key end to end processes, prioritise the impact–area and outcome, and then use the right tools to re-engineer, improve and standardise to ensure consistent and reliable outcomes from their key processes.Our unique approach is built on including all the key stakeholders of these processes in the re-engineering and improvement programs, and building in them the capabilities to maintain and improve their work and business processes, without the need for future interventions or consultations. We also offer clients varied perspectives and best practices from other industries that puts techniques and tools to manage their key work process in their frontline people.
Successfully implemented, well designed change and growth programs
There is no escaping the need for a constant stream of ‘change’ or ‘growth’ programs today. With a very volatile, and dynamic environment, and heightened competition, organizations need to ensure that their change and growth programs are implemented on time, with optimal resource investment, and best impact. However, with leaders and others juggling business as usual activities with these programs, the impact may not be as desired, or progress slowed, even stalled. .
We help organizations implement tried and tested tools and approaches that help build these programs and initiatives for best impact; governance, program management, and change management are designed for, and outcomes are achieved.Our unique approach is built on decades of driving initiatives and programs at operating and strategic level, and addresses all inherent challenges through conscious design. We also help clients understand the effort needed, so as to prioritise and avoid initiative fatigue and overload.
Aligned effective organizational system that supports the strategic objectives
Success is driven by creating a set of projects and initiatives, as well as a strong program of cascading metrics. In most organizations, company-wide agenda and goals may suffer from misalignment across functions, with conflicting functional or business unit agendas. Unleash supports clients in conscious design to avoid these pitfalls. We help our clients understand the interdependencies between the people, process and technology, and work with them to design and manage the interfaces and dependencies for alignment.
We utilize appropriate diagnostic approaches including business excellence models to identify gaps and key dependencies and help design and deploy through tools like balanced scorecard. We are there at every step to ensure our clients achieve their desired strategic objectives.Success is driven by creating a set of projects and initiatives, as well as a strong program of cascading metrics. We work in tandem with the leadership of the client organization – building champions, metrics programs, review and internal governance processes that ensure sustenance of the program, well beyond our engagement.
