Working Together for Success

Merced’s Customer Success Group is charged with ensuring all Merced customers achieve full value from their performance management investments. The group is focused on ensuring sustained, measurable, bottom-line business impact, offering: expert services, industry best practices and organizational/culture change management blueprints.

Our Customer Success Group’s engagement reflects Merced’s commitment pre and post deployment to a true ongoing partnership with our customers to make certain they can realize maximum benefit from the solutions they have implemented.

Merced Systems provides three programs to ensure Customer Success:

Performance Management Program – Project Success

The goal of Project Success is to ensure that all Merced customers achieve full value from deployment. Organizational change management techniques through to adoption and incentives are developed and executed for sustained success during and after launch. The program encompasses 4 mandatory stages:

• Performance Management Data & Content Review
  System content is key to success. Building content based on business initiatives and the right key performance indicators (KPIs), dashboards, reports and other critical system data from launch make all the difference to a smooth transition, 100% data validation and trust in your new Performance Management application. Do it right from the outset and benefit from faster project success and business impact.

• Performance Management Sustainability
  This stage really starts you on your journey to truly adopting a Performance Management culture and a step towards creating your Performance Management Center of Excellence. Organizational change management techniques are applied from the top down to ensure Performance Management becomes habitual and the benefits of process change are defined and understood over legacy applications. Application adoption and accountability are also defined and measured to quickly highlight potential additional coaching requirements. To guarantee overall program success a steering committee is established to aid with managing change, continually accessing and adapting the strategy and gathering feedback to ensure a first class execution and adoption of your program.
  
  
• Communication & Rewards
  With any critical business change communication is essential. To drive acceptance and adoption employees need to be aware of any upcoming changes to the way they work today to appreciate the change. At this stage Merced works with you to communicate your Performance Management vision to make certain your communication plan
  encompasses realistic timelines, objectives and best practices for program success. This stage also includes developing a reward and recognition program to further ensure launch success and adoption.
  
  
• User Training
  Merced produces a training roadmap for your organization incorporating customized end user training, coaching and/or specific change management training to maintain the integrity of your Performance Management culture.

Performance Management Program – Assessment

The Merced Performance Program Assessment is a proven practice of ensuring that your Performance Management solution is fully optimized for maximum performance. The assessment encompasses two reviews, one technical and one business to ensure best practice of the solution. Merced encourages all customers to factor such an assessment into the ongoing success of their application to track program success, proactively find ways for you to evolve and improve and ensure your organization benefits from adopting the latest performance developments and best practice.

• Performance Management Technical Review
  Our consultants will undertake a complete review of system performance; spend time on-site to validate the use of your solution, working alongside you and your staff to analyze such aspects as network performance, metrics, job scheduling and content usability.
  
  
• Performance Management Business Review
  Our consultants will access where you are on your Performance Management journey and make recommendations to ensure continuous improvement against your goals. Recommendations are based on direct feedback from employee surveys conducted with your project team, system owners and frontline executives.

On completion of the Performance Management Program Assessment, Merced consultants will document and present their findings to you and your executive sponsors and seek approval from you to proceed with implementing the recommendations.

Merced recommends an annual Performance Management Program Assessment.

Performance Management Program – Advisor

Our domain experts are available to recommend and advise beyond implementation as you progress on your Performance Management journey. Meetings are scheduled as needed, normally on a bi-weekly and monthly basis with the project team and quarterly executive reviews.

If a more in depth program needs to be introduced, for example a Change Management initiative, our consultants will price as an Business Impact Engagement Program and access the savings to your business by implementing such a project and the roadmap over 6-12 months to achieve program success.