mmix consulting report v02

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


Location: Armenia


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


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



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


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;


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



standard;




tools;





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


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;


Organizational skills;


Service Mix;

Best Practices for credit assistants;

Best Practices internal control specialists

Reference: Mr. Yervand Barseghyan

Field of activity: Sport complex


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:


Handling Customer Complaints;

Excellence in Selling Techniques;


Reference: Mr. Mikael Vardanyan


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



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:


Leadership 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



Dates : 2005 - 2009

Deliverables



standard;




tools;





6. Following courses were delivered :


Leadership skills;




Best Practices in Team Building;

Team leading skills;

Organizational skills

Best practices in creative problem solving.

Reference: Mr. John Tonneli & Artak Hanesyan



Dates : 2007 - 2008

Deliverables



standard;




tools;





Reference: Mr. Artak Hanesyan

Field of activity: Natural juices production

Location: Armenia

Dates : 2003 - 2004

Deliverables



standard;




tools;





Reference: Mr. Vache Manukyan

Field of activity: Telecommunication


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


Dates : 1999 - 2008

Deliverables



standard;




tools;





6. Trainings for marketing managers were delivered.

Reference: Mr. Mikael Vardanyan

Field of activity: Pharmaceutical company

Location: Armenia

Dates : 1999 - 2000

Deliverables



standard;




tools;





Reference: Mr. Vache Manukyan


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:






Communication skills.

d. Monitoring & evaluating the performance of

participants;

e. Reporting to the top management.

Reference: Mr. Emil Soghomonyan


Location: Armenia

Dates : 2009

Deliverables



service staff of the Bank;










Communication skills.


participants;


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.


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


Deliverables



service staff of ROSGOSSTRAKH;






Handling customers complaints


participants;


Reference: Mr. Gagik Grigoryan

Field of activity: Food industry

Location: Armenia


Deliverables


a. Identification of their training needs of branch

managers of Tashir Pizza;

b. Design & development of the course, including


c. Delivering courses in following topics:


Excellence in situational leadership

Team building skills


participants;


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


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


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


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


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


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.

mmix consulting report v02

Documents