Customer Story - Change Management for New Framework
A client was implementing a large-scale Agile framework for the customer care team. The move to Agile required a new way of working, a major shift in roles, and enhanced change leadership capability. There were additional challenges the team was facing as this initiative was already underway while also adapting to working in a fully remote environment.
Call for Help:
- Organizational Change Management resources were needed to support and guide a team of more than 100 people through the design and implementation of an Agile way of working.
- Pain points included difficulty prioritizing work, limited visibility to work in progress, and role confusion.
Farwell Advisor Support:
- FarWell supported the transition to Agile practices with organizational change management embedded into the process.
- The FarWell advisor worked alongside internal Agile coaches through the design and implementation of the project, including the design of a new workflow and clarified roles and responsibilities in a fully remote environment.
- Leaders, business managers, and internal Agile coaches were upskilled on change management tools and resources.
Results:
A successful implementation of a new framework.
- The client transitioned to an Agile way of working within their customer care team.
- Team members felt engaged and educated about the changes and new ways of working.
- A unified backlog and re-defined roles helped to eliminate functional silos and began to shift behaviors.
- Leaders and teams utilized common terminology around change and began applying organizational change management tools and resources to ongoing initiatives.
- Team cohesion and collaboration improved.
