Digitally Enabling Your Business for the 21st Century

Customers and employees expect a more seamless and consumer-friendly way to interact with the companies they do business with. For many, the gold standard is the ease at which you can transact with Amazon. Becoming more digital internally and externally is increasingly the only path to greater profitability, differentiated offerings, speed to market, and market share.

Companies are grappling with complex questions that suggest a need for digital transformation.

Developing IT Capabilities for Business Value

We understand how to develop IT capabilities into engines of business value. No company or government today can effectively lead in its market without a clear understanding of IT’s role and a strategy for how to best leverage technology.

As with finance and marketing, IT must enable business-necessary capabilities and be a well-thought-out part of any strategic effort.

Project Management Consulting

Transform Your PMO for Maximum Impact

Execute tactics and strategies with an optimized Project Management Office (PMO). According to Gartner, 38% of surveyed project management leaders stated that a “misalignment between enterprise strategy, investment decisions, and day-to-day execution” prompted their company to create a portfolio, program, or project management office (PMO).

If your business wants to develop its capacity for end-to-end strategy execution and value realization, it’s time to build or transform your PMO.

An efficient and effective PMO can translate your high-level business strategies into an action-oriented and results-driven portfolio of projects. When your PMO team is fast and flexible, your business can rapidly adjust to changing circumstances while delivering successful results.

Our Expertise

Our Enterprise Portfolio and Program Management experts provide the benchmarking data, best practices, and experience-based insights you need to create or optimize your company’s PMO. Our PMO consulting services help play a role in reshaping your enterprise strategy, operations, and culture with a comprehensive and collaborative approach to project portfolio management (PPM).

Elevate Your Project Portfolio Management

Supplemental PMO Expertise

Build business agility with flexible, adaptive project management through Centric Consulting’s PMO as a Service.

Gymnastic enterprises, a term coined by the Project Management Institute, are “resilient, flexible, and future-focused” organizations that turn strategy into reality and carve out a true competitive advantage.

Businesses that have agility invest in continuous improvement, prioritize collaborative structures, and implement innovative processes.

How We Can Help

You don’t have to build business agility alone. If your project portfolio management practice needs help with:

• Interim and advisory portfolio and program leaders
• Program and project managers on a contract basis
• PPM team coaching and training
• PPM tool selection and implementation

Our flexible and adaptive Enterprise Portfolio and Program Management experts will collaborate with your business to enhance agility so you can keep pace with change through our PMO as a Service.

Whether you need fractional support, full-time expertise for a specific project or duration, or would like to fully outsource your PMO function, our team will work with you to meet your program and project management needs.

Business Process Consulting Services

Optimize Your Business Strategy and Operations

At Centric Consulting, we define Business Process Management (BPM) as the convergence of process, people, and technology. When these three engines operate in harmony, your organization thrives.

Without this alignment, you may encounter:

• Manual, error-prone, and time-consuming tasks
• Lack of process standardization and documentation
• Inadequate business rules and control
• Inability to scale operations due to redundancy costs
• Process ownership challenges due to functional silos
• Limited visibility into real-time data and performance
• Bottlenecks and inefficiencies in service delivery
• Subpar customer experiences

Why Optimize Your Processes?

Effective BPM leads to business goal optimization. To achieve this, ensure your BPM strategy encompasses:

• Current process state, including pain points and opportunities
• Desired future state, focusing on targeted improvements and vision
• A clear plan, including a BPM roadmap and change management

Prioritizing processes that deliver the most value is key to a successful BPM initiative.

Continuous Improvement Mindset

Drive Competitive Advantage

In a world of ever-evolving technology, economy, and culture, infusing your business with a continuous improvement mindset is essential for driving competitive advantage. One effective way to achieve this is by building a Center of Process Excellence (CoE).

A CoE can focus on any aspect of your business—any concept, methodology, technology, or solution. Acting as an internal consultancy, it supports and manages the focused initiatives necessary for continuous improvement. The grand purpose of a CoE is to enhance operations and processes, delivering higher quality and greater value.

Together, we will build a customized CoE that infuses your entire business with a continuous improvement mindset, driving your competitive advantage.

RPA, BPM, AI and Enterprise Automation Services

You already know automation is here to stay. But what happens when you reimagine processes with a scalable approach to solving your pain points? If you’ve ever looked at a business process and thought, “there’s got to be a better way,” enterprise automation is the answer.

It’s not sustainable to simply automate one-off manual tasks. Typical end-to-end business processes operate within and across multiple silos of people, data, and applications. As long as these silos remain disconnected, the overall efficiency and scalability of your business processes—and any automations you implement within them—will be limited.

When implemented strategically, enterprise automation helps fill the gaps between these siloed systems. The most robust enterprise automation frameworks are built by integrating Robotic Process Automation (RPA), Business Process Management (BPM), and Artificial Intelligence (AI) capabilities.

To accomplish this, you must:

• Understand your current processes.
• Define the future state processes you desire.
• Align your tools to your needs by translating process components into technical business requirements and IT solution development.
• Build your automations based on business-prioritized IT investment decisions.
• Assess, rinse, and repeat to build a scalable enterprise automation program.

Transform Your Human Capital Management

We help clients transform and manage their human capital technologies, processes, and operations for long-term success.

Human Capital Management (HCM) technology solutions can provide real-time operational insight across an organization’s human resources, workforce management, and payroll.

To realize a return on investment (ROI), organizations need a team that combines Human Capital Management strategy, optimization, development, operations skills, and extensive business experience. Centric Consulting can help.

Your Path to Success

We successfully implement, optimize, and support HCM solutions. Whether you are moving to the Cloud or interested in a first-time implementation, we work with you to determine the right path forward for your enterprise.

Transform Your Supply Chain Operations

We help you transform your supply chain operation to adapt and endure.

Shift to a Responsive and Resilient Supply Chain

Global supply chain operations were irrevocably disrupted by the COVID-19 pandemic. Supply chain issues hit the headlines as products disappeared from shelves and ports bottlenecked with ships. The pandemic has waned, but supply chain stress continues due to ongoing demand fluctuation, material scarcity, labor shortages, freight delays, natural disasters, and more.

In 2022, the Association for Supply Chain Management retooled its Supply Chain Operations Reference (SCOR) model to support new supply chain realities better. The now-infinite SCOR loop reflects the multidirectional movement of goods and services in an increasingly circular economy.

We can help your business shift into this new supply chain paradigm with responsiveness and resiliency. Our Operational Excellence Supply Chain experts will use data and analytics to help you make decisions that mitigate risk and maximize reward, provide real-time insights to improve operations with agility, and build a sustainable system that will grow along with your business.

Our Supply Chain Operations Services

• Supply and Demand Analytics
• Sales and Operations Planning
• Production Optimization
• Smart Factory and Supply Chain Intelligence
• Warehouse and Inventory Management
• Digital Supply Network Implementation

Assess Your Supply Chain

Do your supply and demand decisions rely on intuition or evidence?

Does unreliable data prevent you from accurately predicting demand?

Does your current supply chain system have appropriate analytical capabilities?

Our Supply and Demand Analytics services help your business make sound decisions and accurate predictions with reliable data and technology.

Transform Your Organization with Change Management

Because the rate of change is constant and because people alignment is critical, organizations need a structured approach to engage, manage, and drive the people-side of major initiatives.

Building a Change Management Mindset

Building a change management mindset begins early in any effort—prior to the development of new project ideas. It should begin with building an organization of leaders who understand:

• How to lead and manage change
• How the intersection of strategy, culture, and job performance align within an organization
• How to embrace change-oriented talent, structures, and tools
• How to engage, communicate, and measure
• How to develop the right governance framework to make it work

Our Change Management Services

Our change management services can help you build that strategic foundation and guide your most challenging enterprise, program, and project-level people transformations. We’re strategic, creative, flexible, and work with you not just to design but to successfully implement change that creates lasting transformation.

The Goals of Change Management

Our organizational change management consulting approach is iterative, embraces agility, and involves people at all levels in fostering alignment and adoption, minimizing business risk and impact. Our goal is to:

• Drive leadership vision alignment and change strategy
• Activate sustainable change networks throughout the organization
• Foster continuous two-way communication and engagement
• Implement learning as an ongoing initiative versus a one-time event
• Measure readiness and adoption throughout the initiative’s life cycle

People Transformation

For change to last, our change management consultants will partner with you to transform how your organization engages leaders and employees—helping you encourage people to think and act differently while getting everybody excited about the change.

Enterprise Change Management

Change is inevitable. How you effectively navigate change is not. Enterprise Change Management (ECM) is the practice of building your organization’s change capacity and capability—your muscles—so you can proactively enable change for competitive advantage.

Unfortunately, few leaders responsible for managing change come equipped with everything they need to lead their organizations through change consistently at the enterprise level.

In other words, leaders have a lot of work to do to promote change as a capability, not a liability, within your organization. Building an ECM capability can help.

Enterprise Change Management for the Future

A good ECM program begins with a commitment to build your change capability not only for one project but also across multiple projects and even across the enterprise. It requires you to think through your methodology and tools, training approach, and integration with program and project management. It may demand greater commitment to process improvement or operational excellence.

The bottom line: ECM is work. But just like the work you do to build any muscle, building your change muscle has benefits. Happier employees. Better processes. Greater consistency. No more re-creating the wheel for every new project.

After all, in a world of evolving hybrid work models and increasing dependence on automation, ignorance of ECM and sound change management principles is not an option. The only option is to keep building your organization’s change muscle.

Our Enterprise Change Management Services

Our goal is to help you build a comprehensive roadmap for developing your enterprise change management capability and then act as your guide and partner on your journey to execute your plan.

Establishing an ECM Practice

You need help making your current projects succeed by leveraging the same thinking, approaches, and tools on every project, driving employee engagement and meaningful adoption each time. We will help you plot your ECM journey in a way that makes the most sense for your business goals.

Maturing Your ECM Practice

To realize the benefits of ECM, we can help deliver practical actions so you can make meaningful progress. Discover continuous improvement opportunities with an independent assessment to identify where to focus your efforts in building your ECM approach.

Building Internal Capabilities

You need leaders—and team members—who see change management as part of their day-to-day routine, not a once-in-a-while activity that only happens in “crisis mode.” We’ll help reduce your reliance on external consultants by developing change management skills in-house for both leaders and employees.

Going Beyond Change Management Certifications

Certification isn’t enough; your team needs to know how to apply that knowledge and tools to real projects in your company. Develop a repeatable approach and delivery model that leverages the skills your change-certified leaders have acquired so they can drive adoption across enterprise-wide initiatives.

Create a Thriving Workplace for the Work-from-Anywhere Future

A thriving hybrid workplace is the future of work. To get there, your company needs a hybrid workplace strategy and it requires more than simply deciding where people work each day.

Organizations today are focused on ensuring their hybrid and remote work models are healthy, productive, and engaging for the long run. Modern workers want an employer that combines virtual and in-person work – but only when working on-site makes sense. The right hybrid workplace strategy involves thoughtful planning and execution to maintain a strong company culture.

At Centric Consulting, we are digital pioneers. Operating our company largely without direct office space for more than 20 years has taught us that great hybrid workplaces don’t happen by accident. In fact, the President of our company wrote a book that shares what we’ve learned.

Statistics on Hybrid Work

Microsoft Study: Microsoft Work Trend Index

• 73% of employees want hybrid workplaces
• 66% of leaders are redesigning office space
• 40% of workers are considering a job switch

Transforming Customer Experience

We help clients achieve positive business outcomes, better customer relationships, and enhance the customer experience through empathy and design.

Welcome to a New Era of Customer Experience Design

In today’s world, customer expectations are increasing and becoming more unpredictable. Innovation, disruption, and competition have given customers more control and choices regarding how they interact with you.

From greater choice to new ways of being served, customers now have a deeper understanding of the dialogue and nature of any relationship and how those relationships create business success.

They expect a seamless customer experience (CX) that further enables their empowerment using the latest thinking, whether through physical interactions or digital platforms. Brands deliver unique customer experiences that matter more than ever, making it critical to understand and architect for the best outcomes.

To succeed—capturing demand, creating white space, or modernizing how you do business—you must ensure that customers have a voice in the strategic intent and design of future business plans, models, products, and services.

Customer data and the ability to identify the story it tells is now a critical factor in business-planning activities for the digital transformation of our client’s companies.

Traditional client satisfaction surveys are no longer enough because they do not uncover a deep understanding of points of friction or value. Only a robust customer experience strategy model, embedded in the organization’s fiber, can truly capture and leverage the Voice of the Customer.

Modern Customer Experience Design (CXD)

Modern CXD practices use data collection and human-centered design to determine customer needs, execute them across channels within the digital experience, and continuously improve interactions that facilitate the customer journey.

Our customer experience subject matter experts help organizations define problems, present and validate solutions to business goals, and implement design changes with a proven methodology that drives their businesses forward and creates customer loyalty.

Colin McGee
Experience Design Service Offering Lead

Simplification. Modernization. Evolution.

The days of single-channel interactions are gone. Customers expect to interact with companies through any channel they choose—whether in-store, on a mobile device, or through a website.

It’s not enough to simply provide access via multiple channels. You must provide the same level of quality and efficiency, regardless of channel.

Transforming Customer Interactions

Influence and choice drive acceptance and loyalty in today’s evolving digital environment.

Most organizations try to interrupt or inject themselves into the customer journey. Still, a better approach is using digital design and enablement solutions to influence their journey where and when it matters.

The goal should be maximizing customer interactions that leverage modern applications and internal utilities. This work supports sales and servicing efforts, which jointly comprise the end-to-end customer experience.

An analytical, customer-centered approach is the centerpiece of every solution businesses ideate, design, and deploy. However, it doesn’t stop there. Organizations must adopt a living-learning environment and drive value through continuous improvement.

The need to create digital experiences has never been more critical or complex because the modern organization’s digital agenda is not just a customer imperative. An excellent digital agenda must account for operations, IT strategy, workforce enablement, and modern technology trends to limit risk and debt.

Digital Solutions Across Your Value Chain

Build a bridge between customer expectation and business fulfillment, creating inclusive organizations that create efficient ways to operate new experiences.

We design with intent by building systems based on data that help organizations mature over time through:

• Strategy and Modernization: We define the role the digital channel plays in your customer or employee experience and identify changes that create more value.
• Customer Facing Applications: We deliver modern software with speed and efficiency, balancing form and function to enhance experiences.
• Internal Utilities: We deploy software and applications that drive efficiencies and make the front and back office thrive.
• Accelerators: Our facilitators extract great ideas and turn them into hypotheses and design solutions in rapid fashion.