During a Lawrence Livermore National Laboratory reorganization, their networking, LAN, and technical support services were centralized. These services had previously been delivered to 8,000 desktop users throughout several research directorates. Under the new matrix management structure, all services would originate from one department. This required a new organizational structure and operational procedures for users and support services.
We guided their newly-formed Systems Network Division in creating strategic and operational plans for providing outstanding customer service. Working in advance with senior executives, we custom-designed and conducted a multi-day planning session for 35 key staff. After core training, the large group broke into sub-teams to develop specific action plans. Execution of those action plans helped to improve service quality, reduce costs, and eliminate redundant facilities.
The planning process jump-started the Division's ability to serve their users. They subsequently played a major role in improving security and increasing service quality.