mmix consulting report v02
Post on 12-Apr-2017
279 Views
Preview:
TRANSCRIPT
MM
ix 2
014
Generic list of customers & projects 45 years of commitment & loyalty Management Mix® Armenia
Field of activity: Banking & Finance
Location: Armenia
Dates : 2012 – on-going
Deliverables
Management Mix is reengineering and restructuring the Anelik Bank CJSC by implementing 5 components of Management Mix Guide covering Strategy, Processes, Talents, Structure and Information Technology, more specifically: Reviewing and editing the Mission, Vision, Values;
Formulating Corporate Strategies and Balanced
Scorecard;
Development of Recruitment, Selection & Termination
System;
Development of Training & Development System;
Development of Performance Appraisal System;
Development of Performance Measurement System;
Development of Career Progression & Transfer System;
Development of Employee Satisfaction Index;
Development of an Organizational Chart (HQ &
Branches);
Development of Competency Based Job Descriptions;
Development of an Employee Handbook;
Development of the Reporting Schemes;
Design of a Quality and Information Security MS.
Reference: Mr. Nerses Karamanukyan
Field of activity: Banking & Finance
Location: Armenia
Dates : 2014 – on-going
Deliverables
Management Mix coached & assisted the Top Management of
ARMSWISSBANK in order to develop its corporate strategy
during strategic meetings.
Moreover, Management Mix is delivering consultancy &
capacity building in order to enable the Bank to formulate its
Marketing & Sales Policies, and develop corresponding
procedures & required documentation.
We organize training courses, group discussions & workshops
in order to build the required capacity among the Bank staff,
towards implementation of their marketing & sales action
plans, hence achieving Bank’s strategic goals.
Reference: Mr. Gevork Machanyan, CEO
Field of activity: Brandy Production
Location: Armenia
Dates : 2006 – on-going
Deliverables
The project consists of two phases:
First Phase
Design and Implementation of Quality, Environmental,
Food Safety and Occupational Health and Safety
Management Systems in accordance with ISO 9001,
ISO14001, ISO22000 and OHSAS18001 standards’
requirements.
Second Phase
Design & implementation of a training & staff
awareness program in the scope of the international
standards implemented in the 1st phase of the project.
The internal auditors are trained according to the
International Standards’ requirements; their
performance is evaluated not only during the courses
but also during the internal audits carried out through-
out the year.
Reference: Mr. Vincent Fretey & David Dere
Field of activity: Wine, vodka, brandy & champagne
Location: Yerevan, Armenia
Dates : November 2013 – 2014
Deliverables
1. The Quality Management System (QMS)
implemented according to international ISO9001
standard;
2. Procedures, work instructions & reporting system
developed & implemented per each process;
3. Trained the staff to utilize the QMS & corresponding
tools;
4. Internal auditors team trained to carry out internal
audits periodically;
5. Management Mix experts performed additional
audits & monitor the process.
Reference: Mr. Vardges Vardanyan, CEO
Field of activity: Shoe producer
Location: Yerevan, Armenia
Dates : 2011 – on-going
Deliverables
Trainings to the staff on following topics:
Excellence in customer service;
Handling customers complaints;
Creative problem solving;
Excellence in sales techniques;
Up-selling & cross-selling techniques;
Leadership skills;
Communication skills;
Personal skills.
Reference: Mr. Sasun Igityan
Field of activity: Sport
Location: Yerevan, Armenia
Dates : Starting 2008 – on-going
Deliverables
Design & delivery of training program on
“interpersonal skills development” within UEFA’s Pro,
A & B Licensing Program for national league’s coaches:
Assessing required competencies;
Designing the training course and customizing
materials & tests;
Delivering the training program:
Leadership skills;
Team-building;
Club management;
Organizational skills;
People management;
Communication skills;
Change & conflict management;
Time management.
Performance evaluation & reporting per individual.
Reference: Mr. Armen Minasyan & Arthur Azaryan
Field of activity: Luxury
Location: Armenia
Dates : 2009 - 2014
Deliverables
1. The Quality Management System (QMS)
implemented according to international ISO9001
standard;
2. Procedures, work instructions & reporting system
developed & implemented per each process;
3. Trained the staff to utilize the QMS & corresponding
tools;
4. Internal auditors team trained to carry out internal
audits periodically;
5. Management Mix experts performed additional
audits & monitor the process.
6. Delivered trainings in following topics:
Excellence in customer service
Handling customers complaints
Creative problem solving
Excellence in sales techniques
Up-selling & cross-selling techniques
Leadership skills
Communication skills
Reference: Mr.
Field of activity: Microcredit organization
Location: Yerevan, Armenia
Dates : 2011 - 2013
Deliverables
1. Management Mix experts formulated the
corporate Strategy based on the mission &
vision and also taking into account
organization’s strengths & weaknesses,
opportunities & threats in the market.
2. Following courses were delivered:
Excellence in Customer Service;
Conflict management;
Handling customer complaint;
Creative problem solving;
Organizational skills;
Communication skills;
Service Mix;
Best Practices for credit assistants;
Best Practices internal control specialists
Reference: Mr. Yervand Barseghyan
Field of activity: Sport complex
Location: Yerevan, Armenia
Dates : March 2011 - March 2013
Deliverables
- Delivering consultancy based on MMix 9-5-4 Management Guide:
Strategy formulation;
Engineering the structure;
Talents management;
Internal processes based on ISO9001;
Customer service management;
Marketing;
Sales;
Information technology;
Resource management.
- 1-year Management Contract;
- Delivering the following training courses:
Excellence in Customer Service;
Handling Customer Complaints;
Excellence in Selling Techniques;
Communication skills;
Reference: Mr. Mikael Vardanyan
Field of activity: Banking & Finance
Location: Armenia & NKR
Dates : 2010 - 2012
Deliverables
1. Proactive outbound sales management
system engineered & implemented;
2. HR management system developed &
implemented;
3. Following courses delivered:
1. Excellence in Customer Service;
2. Creative problem solving;
3. Leadership skills;
4. Handling customers complaint;
5. Communication skills;
6. Team leading skills.
Reference: Ms. Lusine Aslibekyan & Armine Sahakyan
Field of activity: Banking & Finance
Location: Yerevan, Armenia
Dates : 2001 - 2012
Deliverables
1. Management Mix experts formulated Bank’s
corporate Strategy based on the mission & vision
and also taking into account organization’s strengths
& weaknesses, opportunities & threats in the
market;
2. HR management system was engineered &
implemented;
3. Internal processes engineered & implemented
based on ISO9001;
4. Delivering training courses for over 300 days to
employees in almost all layers:
Excellence in Customer Service;
Leadership skills;
Handling Customer Complaints;
Excellence in Selling Techniques;
Communication skills;
Best Practices in Team Building;
Team leading skills;
Organizational skills
Best practices in creative problem solving.
Reference: Mr. Stepan Gishyan
Field of activity: Telecommunication
Location: Stepanakert, NKR
Dates : 2007 - 2011
Deliverables
1. Management Mix experts formulated the
corporate Strategy based on the mission &
vision and also taking into account
organization’s strengths & weaknesses,
opportunities & threats in the market.
2. Following courses were delivered:
1. Excellence in Customer Service;
2. Conflict management;
3. Handling customer complaint;
4. Creative Problem solving;
5. Communication skills;
6. Service mix;
7. Team-work skills;
8. Sales;
9. Leadership skills;
10.Strategic thinking.
Reference: Mr. Nicolas Schaker & George Terterian
Field of activity: Banking & Finance
Location: Yerevan, Armenia
Dates : 2005 - 2009
Deliverables
1. The Quality Management System (QMS)
implemented according to international ISO9001
standard;
2. Procedures, work instructions & reporting system
developed & implemented per each process;
3. Trained the staff to utilize the QMS & corresponding
tools;
4. Internal auditors team trained to carry out internal
audits periodically;
5. Management Mix experts performed additional
audits & monitor the process.
6. Following courses were delivered :
Excellence in Customer Service;
Leadership skills;
Handling Customer Complaints;
Excellence in Selling Techniques;
Communication skills;
Best Practices in Team Building;
Team leading skills;
Organizational skills
Best practices in creative problem solving.
Reference: Mr. John Tonneli & Artak Hanesyan
Field of activity: Banking & Finance
Location: Yerevan, Armenia
Dates : 2007 - 2008
Deliverables
1. The Quality Management System (QMS)
implemented according to international ISO9001
standard;
2. Procedures, work instructions & reporting system
developed & implemented per each process;
3. Trained the staff to utilize the QMS & corresponding
tools;
4. Internal auditors team trained to carry out internal
audits periodically;
5. Management Mix experts performed additional
audits & monitor the process.
Reference: Mr. Artak Hanesyan
Field of activity: Natural juices production
Location: Armenia
Dates : 2003 - 2004
Deliverables
1. The Quality Management System (QMS)
implemented according to international ISO9001
standard;
2. Procedures, work instructions & reporting system
developed & implemented per each process;
3. Trained the staff to utilize the QMS & corresponding
tools;
4. Internal auditors team trained to carry out internal
audits periodically;
5. Management Mix experts performed additional
audits & monitor the process.
Reference: Mr. Vache Manukyan
Field of activity: Telecommunication
Location: Yerevan, Armenia
Dates : May 2006 – December 2009
Deliverables
1. Talent Management & Customer Service
Management Systems were designed &
implemented during this project;
2. (800 days) Around 800 employees of VivaCell MTS
Armenia staff have been trained during this project.
Training courses were designed & delivered in order
to develop following competencies among the
middle management, HR management team and
the call-center staff:
3. Effective communication skills;
4. Excellence in customer service;
5. Handling customer complaints;
6. Best practices in conflict management;
7. Cross selling & up-selling skills;
8. Talents management.
Reference: Mr. Ralf Yirikian
Field of activity: Production
Location: Yerevan, Armenia
Dates : 1999 - 2008
Deliverables
1. The Quality Management System (QMS)
implemented according to international ISO9001
standard;
2. Procedures, work instructions & reporting system
developed & implemented per each process;
3. Trained the staff to utilize the QMS & corresponding
tools;
4. Internal auditors team trained to carry out internal
audits periodically;
5. Management Mix experts performed additional
audits & monitor the process.
6. Trainings for marketing managers were delivered.
Reference: Mr. Mikael Vardanyan
Field of activity: Pharmaceutical company
Location: Armenia
Dates : 1999 - 2000
Deliverables
1. The Quality Management System (QMS)
implemented according to international ISO9001
standard;
2. Procedures, work instructions & reporting system
developed & implemented per each process;
3. Trained the staff to utilize the QMS & corresponding
tools;
4. Internal auditors team trained to carry out internal
audits periodically;
5. Management Mix experts performed additional
audits & monitor the process.
Reference: Mr. Vache Manukyan
Field of activity: Banking & Finance
Location: Armenia
Dates : 2011 - 2012
Deliverables
The project included:
a. Analysis of competency gap among the customer
service staff of the Bank;
b. Identification of their training needs;
c. Design & development of the course, including
materials, tests, assignments, etc.;
d. Delivering courses in following topics:
Excellence in customer service;
Handling customers complaints;
Creative problem solving;
Excellence in sales techniques;
Up-selling & cross-selling techniques;
Communication skills.
d. Monitoring & evaluating the performance of
participants;
e. Reporting to the top management.
Reference: Mr. Emil Soghomonyan
Field of activity: Banking & Finance
Location: Armenia
Dates : 2009
Deliverables
The project included:
a. Analysis of competency gap among the customer
service staff of the Bank;
b. Identification of their training needs;
c. Design & development of the course, including
materials, tests, assignments, etc.;
d. Delivering courses in following topics:
Excellence in customer service;
Handling customers complaints;
Creative problem solving;
Excellence in sales techniques;
Up-selling & cross-selling techniques;
Communication skills.
d. Monitoring & evaluating the performance of
participants;
e. Reporting to the top management.
Reference: Mr. Ashot Osipyan
Field of activity: Insurance
Location: Armenia
Dates : 2011
Deliverables
Management Mix formulated the corporate strategy of
RESO Insurance according to 9-5-4 Management
Guide.
The project included:
a. Definition of corporate mission, vision & values;
b. Analysis of the organizational 9 components by
defining strengths & areas of improvement;
c. Analysis of the micro & macro environment;
d. Definition of strategic goals & targets.
e. Recommendations on areas of improvement.
Reference: Mr. Samvel Grigoryan
Field of activity: Insurance
Location: Armenia
Dates : 2014 – on-going
Deliverables
The project included:
a. Analysis of competency gap among the customer
service staff of ROSGOSSTRAKH;
b. Identification of their training needs;
c. Design & development of the course, including
materials, tests, assignments, etc.;
d. Delivering courses in following topics:
Excellence in customer service
Handling customers complaints
d. Monitoring & evaluating the performance of
participants;
e. Reporting to the top management.
Reference: Mr. Gagik Grigoryan
Field of activity: Food industry
Location: Armenia
Dates : 2014 – on-going
Deliverables
The project included:
a. Identification of their training needs of branch
managers of Tashir Pizza;
b. Design & development of the course, including
materials, tests, assignments, etc.;
c. Delivering courses in following topics:
Excellence in customer service
Excellence in situational leadership
Team building skills
d. Monitoring & evaluating the performance of
participants;
e. Reporting to the top management.
Reference: Mr. Vaghinak Ghazaryan
A generic list of projects in Armenia
financed by International Financial Institutions
Inward Investment Attraction into Armenian Selected Industries in Targeted Markets
Name of Client: Armenian Development Agency (ADA)
Date: 2009 - 2011
Origin of funding: The World Bank
Partners: ECORYS, ARMENBROK
Services provided: Research & analysis on targeted sectors;
Identification, development & study on investment
projects;
Identification of sectors and projects to focus on;
Development of an action plan;
Arrangement of meetings with 12-15 companies in
targeted regions;
Preparation of two annual road shows;
Follow-ups of meetings and contacts;
Participation in International Exhibitions &
Conferences.
Guidance and advisory support to the Ministry of Economy on Institutional Development Strategy Design and Implementation
Name of Client: Ministry of Economy of RoA (MoE)
Date: 2009 - 2010
Origin of funding: The World Bank
Partners: -
Services provided: Identification of the current processes of the Ministry;
Assignment of each process to a certain structural unit within the Ministry;
Analysis of each process in terms of its contribution and efficiency to the Ministry’s Strategic objectives;
Re-engineering of the processes;
Identification of activities, inputs and outputs, owners and participants for each process;
Proposal of a new organizational structure for the Ministry;
Training of the Ministry staff in process management.
Ministry of Economy of RoA
Guidance and advisory support to the Ministry of Economy on Strategic Planning through the Introduction of results oriented M&E System
Name of Client: GOPA Consultants
Date: January – September 2010
Origin of funding: The World Bank
Partners: -
Services provided: Assessment of the three year strategy developed by
the Ministry of Economy and its compatibility with the
Government’s Economic Security Strategy.
Detailed analysis of the organizational structure of the
Ministry of Economy and performance objectives and
indicators for each structural unit.
Development of institutional capacity in each structural
unit.
Development of a capacity within the Ministry to
evaluate the performance and quality of services of
each structural unit.
Review of civil service position and development of job
descriptions and individual performance objectives per.
Developing and institutionalizing performance
appraisal mechanism.
Development of mechanisms to solicit, analyze and
assess the feedback on the quality of services provided
by each structural unit and by the whole Ministry.
Ministry of Economy of RoA
Development of Tender and Attestation Questionnaires (Tests), Question Cards and Manuals for all the Relevant Bodies of RA Civil Service Council and Civil Service System
Name of Client: Ministry of Labor and Social Affairs of RoA
Date: March 2008, February 2009
Origin of funding: The World Bank
Partners: European Profiles (Greek)
Services provided: Development of a package of recommendations of alternative and improved methods of evaluating knowledge, capabilities and values of staff in the RA civil service;
Training of the civil servants who are responsible for developing alternative and improved methods of evaluating knowledge, capabilities and values in the RA civil service system; as well as provision of necessary materials;
Development of a package of amendments to the RA Law on Civil Service, decisions of Civil Service Councils and other legal acts according to the recommendations of alternative and improved new methods and techniques of evaluating the systems of knowledge, capabilities and values.
Ministry of Labor Social Affairs of RoA
SMALL AND MEDIUM ENTREPRENEURSHIP DEVELOPMENT NATIONAL CENTER OF ARMENIA (SME DNC OF ARMENIA)
Name of Client: SME DNC
Date: 2007 - 2008
Origin of funding: UNDP / Armenian Government
Partners: -
Services provided: The Project consisted the implementing of ISO 9001, ISO 22000 & HACCP at: SAVA Cannery EUROTERM NOYAN Juice Processing HAM Ltd Herb SME DNC The Technical Assistance covered: Enterprise Development and Export Promotion Strategy through implementation of: Quality Management Systems & ISO 9001 Food Security according to HACCP & ISO 22000 Good Hygiene Practices
Government of Armenia
Armenia Education Quality And Relevance Project - Development and Placement of Educational Portal
Name of Client: “Centre for Education Projects" PIU
Date: February – August 2007
Origin of funding: The World Bank
Partners: -
Services provided: Design & development of an Educational Portal, particularly:
the user system which consists of different websites and
services;
the administrative system, which enables the
management and administration of the Portal;
a detailed high level description of main components,
features and functionality of the portal;
Information architecture guideline;
Technical system outline such as Content Management
System & development procedures;
Workflow and content management guidelines and
maintenance plans.
Implementation of the portal;
Training of key administrators & users;
1-year technical assistance to administrators and managers;
1-year monitoring of the performance & recommendations &
proposals on further improvements.
Social Protection Administration Project of the World Bank for study and Consultation (Business procedures)
Name of Client: Ministry of Finance and Economy of RoA
Date: 2006 - 2007
Origin of funding: The World Bank
Partners: Information Management Limited (IML)
Services provided: Management Mix provided consulting services on enhancing the current information systems, corresponding policies & actual procedures, within social protection sphere. Management Mix elaborated technical assignments towards modernization of the current information systems & software packages for automated data exchange between the information systems. Phase 1: identification of assignments & preparation of the work-plan Phase 2: regulatory studies & implementation of technical assignments: study and assessment of the information systems aimed at
drafting and further finalizing technical assignments (TORs),
study of the relevant regulations, study and analysis of business procedures, studying international experience and trends in
introduction of ITs in Governmental agencies, situation and perspectives in ICT introduction in Armenian state sector and e-government development, development of recommendations, etc.
Phase 3: Final reporting
EBRD Business Advisory Services - Program for Armenia
Name of Client: BAS Program
Date: 2006 - 2007
Origin of funding: EBRD
Partners: -
Services provided: This program aimed at facilitating the access of
Armenian SMEs to International Markets. These SME’s
needed to comply with international market
standards, mainly by applying Quality Management
Systems that comply with the Standards established
by the International Organization for Standardization.
Management Mix implemented ISO 9001 and HACCP in
the following companies:
ATENK Meat Processing;
ARIES Catering;
AAFPC-MELOGRANO, Macaroni Production.
Armenia Agribusiness Small and Medium-Sized Enterprise Market Development Program (ASME)
Name of Client: DAI
Date: 2005 - 2006
Origin of funding: USAID
Partners: -
Services provided: The main objective of this project is the access of
Armenian SMEs to International Markets. These SME’s
needed to comply with international market
standards, mainly by applying Quality Management
Systems that comply with the Standards established
by the International Organization for Standardization.
Management Mix implemented ISO 9001 and HACCP in
the following companies:
ARTASHAT Cannery;
ARTASHES Cannery;
VITAMAX Food additive;
EXLAB, Food & Drug National Laboratory.
The Gyumri Strategic Planning Forum: Toward a Cluster-Based Growth Strategy
Name of Client: Academy of Educational Development (AED)
Date: 2005
Origin of funding: USAID
Partners: Shirak Competitiveness Centre (SCC)
Services provided: The program was a three-day forum, attended by key
professionals from different socio-cultural, NGOs as
well as representatives of private businesses to discuss
the reconstruction, redevelopment and economic
revival of Gyumri and Shirak Marz in general as a
disaster zone. Our consortium delivered:
Management Trainings
SWOT Analysis
Economic Development Analysis
Clustering policies and strategies
Strategic development Planning
Regional development Planning
Regional Development of Marzes (REDAM)
Name of Client: Eurecna, Regionomica
Date: 2003 - 2005
Origin of funding: EuropeAid, TACIS
Partners: -
Services provided: The Projects is implemented in two Marzes (regions) of Armenia, namely Vayots Dzor and Ararat Marzes. Accordingly, the researches were performed for both Marzes. Researches, studies & recommendations: Human Resources Capacity Assessment Information Flows and Needs Assessment Regional Institutional Partnership Assessment Market studies & recommendations: SME; Agriculture; Tourism Industry & its development perspectives; Public Service Delivery; Local & Regional Governance.
top related