Phase 1: Observe, Listen, Learn

This exercise allows me to identify and prioritize issues by observing and studying the agency work environment, team interactions, client management, scoping and estimating, delivery process, systems, tools, etc. I also meet with leadership and other stakeholders to obtain objectives, perspective on what’s working/what isn’t, and any other relevant items.

I synthesize my learnings from Phase 1 to inform and prioritize the proposed action plan. This deliverable will serve as the blueprint for implementing the recommended actions.

Phase 2: Implementation and Measurement

Phase 2 begins when the client and I use the action plan’s prioritized findings and recommendations to determine the appropriate timeframe for implementation (3, 6, or 12 months). I aim to improve my clients’ bottom line by boosting the effectiveness of their core functions, and this is achieved through streamlining processes, increasing employee retention, leveraging data insights to inform improvements, and, where applicable, helping to transform departments (e.g., client services, IT, Dev, QA, HR, or finance).