Transforming Workflow Breakdowns Into Project Delivery Success
AJ O’Connor & Associates, a well-established HR consulting firm, recognized the need to enhance their operational efficiency and project management to improve service delivery, client satisfaction, and scalability.
AT A GLANCE
Challanges
- High Turnover: Frequent changes in personnel within key operational and project management roles disrupted workflow and led to knowledge gaps.
- Evolving Business Landscape: The rapid change in market demands required a more agile and responsive operational strategy to meet new client needs.
- Inconsistent Service Delivery: Lack of consistent management practices led to uneven service quality and client dissatisfaction.
Strategies Implemented
- Process Reengineering: Redesigned key processes to increase flexibility and resilience, allowing quicker adaptation to changes in the business environment.
- Quality Control Systems: Established stringent quality control measures to ensure consistency across all service deliveries.
- Project Management Office (PMO) Setup: Established a PMO to centralize and strengthen project management practices.
- Agile Methodologies: Adopted agile project management techniques to improve responsiveness and efficiency in project execution.
OBJECTIVE
The primary objective was to stabilize the operational framework and project management practices to enhance service delivery, improve client satisfaction, and enable the company to adapt to market changes more dynamically.
RESULTS
- Stabilized Operations: Achieved a 40% reduction in turnover rates within the operations and project management teams through better hiring, training, and retention strategies.
- Enhanced the adaptability of business operations: Enabled a 35% quicker response to changing market conditions.
- Improved Client Satisfaction and Retention: Client satisfaction scores increased by 30% due to more consistent and higher-quality service delivery and client retention rates improved by 25%, attributed to the firm’s enhanced ability to meet evolving client expectations.
- Strengthened Project Management: The PMO successfully led to a 50% reduction in project delays and a 45% decrease in budget overruns.
- Increased project success rates and client approval through effective project management and agile practices.
CONCLUSION
The strategic overhaul of operations and project management at AJ O’Connor & Associates was pivotal in transforming internal challenges into competitive strengths. By stabilizing their workforce, embracing agile methodologies, enhancing project management capabilities, the firm not only improved its service delivery but also positioned itself as a dynamic and responsive player in the evolving HR consulting market.
Shannon O’Connor Bock
President, AJ O’Connor Associates
“Eunice is a joy to work with and is a seasoned PMO executive. She led our complex matrix PMO organization which has many client project managers and other departments under it and led our internal infrastructure projects. Eunice led our transition to Workfront while simultaneously leading a complex application software development project. Eunice is a hard worker and runs an effective and efficient team. She is a great leader and skilled manager who knows how to motivate her team to success. I highly recommend Eunice for any PMO leadership role.”