Alignment: Our First Step in Delivering Quality Services

When we start a consultancy project, we begin with the Align Phase—a collaborative process where we work with your team to build a shared understanding of the project’s goals, scope, and strategy. This is not just a kickoff; it’s the step where we set the foundation for the entire engagement. By aligning stakeholders, defining objectives, and securing commitment from all parties, we ensure that every subsequent phase of your project is built for success.

Why Alignment Is Essential

The Align Phase is about making sure everyone is on the same page. Without clear expectations and a unified vision, projects can easily suffer from miscommunication, mismatched goals, or misaligned priorities. Our role is to help you eliminate these risks by facilitating discussions, creating clarity, and setting up systems for effective collaboration.

We understand that service design can touch multiple layers of your organization, from frontline staff to executive leadership. Our approach ensures that your team feels empowered and supported throughout the process.

How We Work With You During the Align Phase

1. Clarify Your Vision and Set Expectations

We start by helping you articulate the project’s purpose, goals, and desired outcomes. Through collaborative discussions, we ensure everyone involved knows:

• What the project aims to achieve
• Who will be involved at each step
• How the outcomes will impact your organization and customers

2. Establish a Partnership Agreement

To keep everything transparent, we draft a Partnership Agreement that captures our joint commitments. This document outlines:

• Objectives and deliverables
• Team roles and responsibilities
• Scope, budget, and timeline

3. Map Your Stakeholders

We help you identify the people and groups who will influence or be impacted by the project. Together, we:

• Map internal and external stakeholders
• Prioritize their involvement
• Plan how to engage them effectively

4. Host a Business Foundations Workshop

Using tools like the Business Model Canvas, we work with your team to uncover:

• Key business challenges
• Opportunities for transformation
• The service’s unique value proposition
  This workshop helps everyone understand the project’s broader context and ensures alignment across the board.

5. Build a Collaborative Team Structure

We help you assemble the right team for success, typically including:

• A core team to handle daily tasks
• A working group for feedback and collaboration
• A steering committee to provide executive oversight

Everyone’s role is defined upfront, and we establish clear lines of communication to keep things running smoothly.

6. Embed Change Management Practices

Change is a natural part of service design, and we help you manage it effectively. From regular briefings to visual tools like journey maps and prototypes, we make it easier for everyone to understand and embrace the transformation.

What You Can Expect From This Phase

When we complete the Align Phase together, you’ll have:

• A clear and actionable project plan
• Full commitment from stakeholders
• Defined roles and responsibilities for your team
• A shared understanding of the project’s scope and objectives
• A roadmap for managing organizational change
• Reduced risks and smoother progress through the later phases

Our Commitment to You

At this stage, we’re not just preparing your project; we’re investing in your success. We bring our expertise to help your organization build better information infrastructure and processes that are aligned with your customers’ needs and your key performance metrics.