No short cuts

#lenlen #solutions #transitions

#ONETeam #SNAPS #SageandNotableAdvisesfromPatrickSalazar

I have been part of over 300+ RFXs (request for proposal/information/quotation) and led a good number of those too. What I notice during internal solution discussions is that some Sales and Practice Leaders always prioritize “transformation” value adds and all the other cool stuff (AI, ML, RPA, etc) but often forget to discuss the essential part of the solution. We would have numerous solution calls and there will be 1-2 calls regarding Transitions and the theme of those calls are cutting of timelines and not how to ensure Transitions is risk-free. I hear comments about timelines like “cut hiring”, “cut the site buildout”, “cut the technology setup”, “cut pre-process training”, etc

Don’t get me wrong… I love the cool stuff too especially IF it will help revolutionize customer experience, transform our relationship from cost center to value center, and, significantly align with my clients’ overall mid to long term business strategy. However, if we focus on just “transformation” and the cool stuff without first stabilizing the process, we shall fail. Example: billing the client for transformation but also paying penalties for missing basic metrics (sounds familiar?)

Once upon a time, I used to manage both Solutions and Transitions. Having this experience, I can tell my clients straight in their eyes that I can deliver (Transition) on my promise (Solution) because I will stabilize the operations first (had off to Service Delivery) and then, innovate (hand off to Transformation) as committed.

Results: It’s raining 5/5 executive client VOCs (voice of customer) and growth.

The Transition Stage is a critical value differentiator that must come first. It is equally important as the Transformation stage that follows.

It allows engagement with the clients from Day 1 to be seamless, zero noise (escalations) and winning for both Teams. It establishes great relationships with the SMEs and Executives from both Teams. It helps generate insightful baselining and ensures overall value from operations excellence.

Then, Transformation and the other cool stuff can follow.

p.s.

Yes, in my experience there are some processes that are exceptions where transformation starts on Day 1. This is why it is “some” and they are called “exceptions”

*About the photo

Meet my loving sister, “Lenlen”, in a photo with our dad when she graduated from Grade School in 1987. She is the most intelligent amongst us siblings. She followed her dreams and aspirations without shortcuts. Her American dream is one of the inspiring and successful ones. My sister, Evangeiline Salazar-Pagcaliwangan is a Doctor of Physical Therapy based in Los Angeles, California. Every Sunday, she leads the Kids Ministry in their Church. (Love you, tol!)