Change Management

1 Executive Summary

1.1 Purpose

The purpose of this project is to implement 2 new tools namely: eBCM and 'Send Word Now' in DCSG .

The introduction of eBCM will eradicate the manual process of reviewing the BIA's and BRP's in the shared drive.

The use of 'Send Word Now' will eliminate the process of performing manual call tree.

By implementing these tools the management would get an overview on the status of each Business area and the success rate of the call tree faster and in a more organised way due to the automation.

1.2 Methods

The method of introducing eBCM involves uploading the documents and analysing the current BIA's and BRP's in the shared drive. This will include scrutinizing all the information available in these documents. It will also help in updating the lifecycle document template in eBCM.

Once 'Send Word Now' is set up employees need to be added to a list in the system. This list will contain details like, office, home and cell phone numbers and work email address.

1.3 Outcomes

The above method will simplify the BCM functions performed by the control team for The Debt Client Service Group. It will give a quick overview of each business area and will increase transparency with the help of the automated scorecard status. Furthermore, it will increase accuracy in test results as it is a wed based application and can be accessed from anywhere through user-id and password.

1.4 Suggestions

It is suggested that BCM functions within DCSG should be automated to give better clarity to the management. Manual call trees can be replaced by 'Send Word Now' and the BCM documents can be uploaded and stored in the online tool eBCM.

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