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CASE STUDIES: Whirlpool Ultimate Software Wells Fargo (PDF) Lucent Service & Sales Lucent HR PeopleSoft Callisma Professional Services Accounting Firm Cal Fed

			business need | goal | solution | results
	Client Whirlpool Corporation is the world's leading manufacturer and marketer of major home appliances, with annual sales of over $11 billion, 68,000 employees, and nearly 50 manufacturing and technology research centers around the globe.		Business Need Whirlpool Information Systems was undergoing a Global IS Transformation.  Their customers needed an IS organization that could deliver new business capabilities while maintaining high quality, consistent performance and customer loyalty. Equally important was the need to balance the business demand and IT supply cost drivers to generate maximum value. Goal The goal for Whirlpool IS was to focus their internal resources on driving activities that added value to the business and leverage their partners, suppliers and subcontractors in other areas.  This required strong internal business partnerships that clearly added value to their client’s business results while maintaining high-quality services. Solution Advance Consulting worked with Whirlpool to rollout workshop to over 300 members of their IS organization, beginning in 2002.  The overall goal was to gain tools, techniques and a process to work as a consultative business partner in order to expand influence, understand business issues and provide business solutions. Whirlpool used the following process to prepare and implement ® workshop: Leadership Alignment: Communication and development plan for managers and directors Organizational Readiness: Development of a new organization model Define core competencies for success Utilize talent pool and skills assessment to determine best placement of individuals Training and Development: Train the Trainer certification of Whirlpool professionals to deliver ® workshop Rollout of ® two-day workshop Reinforcement and Ongoing Skill Development: Regular group meetings to discuss results and feedback Incorporation of Consultative Approach online tools with Whirlpool “My Plan”
			Results Overall the IS department was able to leverage internal IS professionals to work as primary business partners and consultants with the business units. This resulted in a major reduction in expenses to outside consultants while meeting business needs. Skill Development Results showed that participants experienced a 20% performance improvement in the following areas: Developing a plan with clients and team members about how they are going to work together Presenting their expertise in a manner that positively influences clients and team members Identifying what is most important to clients and team members Understanding and meeting client expectations Testimony of Participants: “By using the models from Client Interactions, I’m able to manage meetings successfully.  This has resulted in better solutions, time savings; reduced frustration and customer commitment.” “Using has enabled our team to work more cooperatively with each other and with our clients.  This has greatly impacted our ability to improve speed and efficiency.” “Regular use of the Consultative Process has made our meetings more productive and painless.” “I’m now more effective in managing expectations with partners.  By using Work Agreements, I’m better able to define deliverables and responsibilities.  As a result I’m receiving great feedback from clients.” “By using Expertise Statements we were able to convince owners to put together a charter for our initiative.  It resulted in a document that got our project in motion.” “Using Expertise Statements has enabled me to be more effective when negotiating with clients.  The workshop also gave me tools to better prepare for meetings by plotting the audience and practicing before meeting.”
	CASE STUDIES: Whirlpool Ultimate Software Wells Fargo (PDF) Lucent Service & Sales Lucent HR PeopleSoft Callisma Professional Services Accounting Firm Cal Fed