At this point in time, IAG was focused on cost savings to reduce its bottom line. Continuous improvement was a key focus, which allowed me to learn key Lean Six Sigma skills to use and work with technical corporate IT platforms for the first time. This was one of the first big corporate projects I was assigned.
How might we reduce the duplication across our knowledge IT platforms?
The start of this project involved understanding what objectives and goals were defined by the senior leadership team and what was expected of my team and I.
After we were clear on the tasks, we mapped out the As Is State and the To Be State to determine the work to be done. We mapped all the relevant stakeholders, their level of influence and connection to LivePro. We prioritsed the stakeholders and business areas that would be significantly impacted with the decommission to engage them in the work as early as possible to help identify any potential issues that may have arisen, and to keep them connected our work.
The process had identified a whole load of potential issues and risk which we created contingency plans around. We then moved into the migration of existing content to the new platforms and stress tested them to ensure no data was missing or corrupted.
Concurrently, we were also rolling out components from our change plan to the affected business areas. This included training guides, screenshots, and change champions to help guide staff who were using LivePro day to day to comfortably use either Oracle Right Now or Verint Orbit (depending which part of the business they were in).
The decommission of LivePro was successful and staff were comfortable using the new knowledge IT platforms in its place. Our team received a nomination at the end of the quarter for significant cost savings to our division.
"It was fantastic to see Saj grow so much within the year I've been working with him. He has grown from being the person delivering the work to now leading the show. He seemed very comfortable leading a high stake project on his own. I took note of his proactive thinking and his way of leaving no stone left unturned, particularly with change management. I'm very keen to see how Saj's fantastic start to his career will evolve from here!"
Catherine T - Manager Knowledge Management, IAG