Service Offering: Training Services

· Support the development and implementation of curriculum and content training in the areas of Systems, Health Care policy, Leadership Development, and Program Management.  
· Utilization of Adult Learning and Human Performance methodologies to promote learning that can be evaluated through the use of various analytics inclusive of productivity and cost goals.
· Integration of Learning Management tools to understand and manage learning progress, quality information feedback, and trainee performance, cost, and compliance to requirements.

  
Strategic Business Transformation Services

Strategic e-Business Solutions, Inc. offers consultants with expertise and use of our Strategy Methodology. Our operational and technology strategies help achieve desired business results. We look at all of today’s technologies and the possibilities that integrating outlets like voice and Internet present for your business. Using a combination of business case and models, operational processes, technologies, and best practices we provide the information needed to simplify management’s decision-making process.  

We start by reviewing your current strategies and goals, identifying your needs, then strategically align the two based upon a thorough understanding of your current processes. Then an actionable strategy is created that not only addresses what technologies to deploy, but also the business models, technologies, and operational processes you should adopt in order to move your organization into the new millennium.  When improvements are needed we employ a variety of methodologies to fit the needs of the engagement. We provide Lean Six Sigma Master Black Belt support which includes Black Belt / Green Belt project coaching and support, Kaizen (Rapid Improvement Event) coaching and support, facilitating Project Identification workshops, and LSS Leadership and workforce orientation and training. SeBS will use the LSS toolkit that includes the DMAIC (Design – Measure – Analyze – Improve – Control) steps for existing processes and the DFLSS (Design for LSS) toolkit for new processes. Our Lean Six Sigma consultants will provide the necessary advising, coaching and mentoring used to effect a cultural change within your organization to a continuous process improvement organization. In addition, we provide support for ISO 9000 and CMMi methodologies for implementing best practices within organizations.

Specific services provided include:
· Organizational Change Management
· Change Management Planning 
· Business Process Re-engineering 
· Benchmarking and operational assessment
· Performance Metrics and Process Improvement Development 
· Process Improvement

 Client Benefits: There are advantages of utilizing our services to assist you in your strategic plans. For example:
· Large capital outlays can be avoided by ensuring you are implementing appropriate tools and processes to meet your future needs.
· Obsolete methodologies are averted by utilizing industry best practices.
· Organizations improve profitability and service due to increased customer satisfaction and more efficient operations.
· Qualified resources can be tapped to support the organization in planning its operations.
 

  
Systems Engineering Services

Strategic e-Business Solutions, Inc. systems engineering methodology addresses organization, people, process, and technology issues that show the financial impact of challenged areas and recommend specific solutions for improvements. We possess leading edge technology in areas such as aircraft systems, space communications, information technology, radar and systems engineering. Our primary business objective is to provide expert technical and programmatic consulting services to clients. 

We provide contract support and consulting--ranging from business process re-engineering to overall system engineering. We have the capability to provide full life cycle systems engineering services. We have extensive experience in aircraft acceptance testing, IV&V and OT&E.  Special strengths include:

· Requirements Analysis
· System Architecture
· Acquisition Management
· SE Documentation
· Test and Evaluation<
· Software Engineering Approaches & Methodologies
· Quality Management

In today’s development environment, a key challenge to systems developers is effective development of software systems and efficient integration with non-software components (e.g., communications, hardware, etc.) The key for many systems is effective software engineering—management of software development for the entire system life cycle (from concept through disposal). Accordingly, our expertise is especially well suited to providing solutions to problems that have a significant software component.

 Client Benefits: By selecting these services, clients can align people, strategy, customers, and processes to work in concert to improve customer satisfaction and profitability. For example:
· Organizations can understand what are their operational gaps and the financial impact to profitability.
· Action plans developed by seasoned consultants can be developed to incorporate best practices into your organization. · Proven system engineering helps to ensure products and services are safely delivered on schedule and budget while meeting customer requirements.

  
Enterprise Management Services

Strategic e-Business Solutions, Inc. provides end-to-end life documentation support for enterprise solutions. This pragmatically demonstrates where to invest budget dollars in order to enhance operational performance. We’ll define the direction, services, sourcing strategies, priorities and governance you need to create the best IT infrastructure. And an architectural blueprint for achieving it.

We provide the following services:

· Business Case Development
· Value Proposition
· Capabilities Road Map
· Business Interaction Model
· As-Is Process Flows
· To-Be Process Flows
· Business Scenarios Application
· Information Flow Diagrams
· Data Model Data Dictionary
· Strategy Conceptual Design
· Costing Model

Our expertise provides you visibility up, down and across the enterprise, and even beyond organizational walls. You can connect more effectively with suppliers, partners and customers. We will ensure that you will understand the links between the four key dimensions of your business — strategy, process, applications and infrastructure which results in recommendations for both short and long range action plans.

Client Benefits: By selecting these services, clients can align people, strategy, customers, and processes to work in concert to improve customer satisfaction and profitability. For example:
· Organizations can understand what are their operational gaps and the financial impact to profitability.
· Action plans developed by seasoned consultants can be developed to incorporate best practices into your organization.
· Capitalize on change – instead of fearing it.
· Identify and eliminate waste and duplication – instead of living with black boxes and silos. .

  
Customer Evolution Services

Strategic e-Business Solutions, Inc. customer service operational assessment methodology addresses organization, people, process, and technology issues that show the financial impact of challenged areas and recommend specific solutions for improvements. By taking a best practice analysis approach we determine specific operational performance gaps. This pragmatically demonstrates where to invest budget dollars in order to enhance operational performance.

We benchmark customer needs against current "as is" operations in the area of Performance (appropriate agent and client specific measurements), Call Handling (workload analysis, call routing, quality and customer satisfaction measurements), Technology (PBX, ACD, IVR, WEB, agent workstation tools), and Staffing (workspace, hiring, and workforce scheduling) to understand how to improve customer service operations. We provide analysis services that lead to recommendations for improvements to achieve your desired state.  This way, your organization can bridge the gap to meet performance targets and integrate e-business solutions that leverage existing I/T systems, ensuring improved business results.

The assessment is an in depth process which is conducted on-site could cover the following areas:
· Assessment of the Convergence of the Call Center and Internet in an organization
· Customer Satisfaction, Quality Assurance Assessment and Strategy
· Staffing, Human Capital Process Assessment and Strategy 
· Training, Performance Metrics,  Standards Assessment,  and Strategies
· Technology (IVR) and workflow process improvements 

Our expertise includes conducting detailed on-site analysis of operations, which includes investigating all aspects of your people, processes, and technology that support the contact center and E-business customer support applications. Strategic performance improvement opportunities for Customer Contact Management are identified as a key part of the assessment process, resulting in recommendations for both short and long range action plans.

Client Benefits: By selecting these services, clients can align people, strategy, customers, and processes to work in concert to improve customer satisfaction and profitability. For example:
· Organizations can understand what are their operational gaps and the financial impact to profitability.
· Action plans developed by seasoned consultants can be developed to incorporate best practices into your organization.
· Efficient call scripts implemented with automation streamlines operations and reduces costs.
· Organization specific coaching and training can be geared towards improving the effectiveness of both managers and agents that deliver customer service.

  
Telecommunications Management Services

Strategic e-Business Solutions, Inc. telecommunication support provides knowledge experts in managing the challenges of specific solutions implementations.  By taking a best practice approach we determine specific operational performance improvement area and enhance operational performance. We provide support in developing A-76 studies of skills and resources to perform all day-to-day call center operations and can develop Performance based specification for obtaining resources to perform telecommunication services from the vendor community. Our staff has experience evaluating RFP responses to determine the most appropriate vendor partner for the organization and in addition, we provide telecommunication performance validation and compliance support services to understand how your provider is performing and identify opportunities for improvement.

Our expertise includes conducting detailed on-site analysis of operations, which includes investigating all aspects of your processes and technology that support the contact center and E-business customer support applications. Strategic performance improvement opportunities for Customer Contact Management are identified as a key part of the assessment process, resulting in recommendations for both short and long range action plans.

Client Benefits: By selecting these services, clients can align people, strategy, customers, and processes to work in concert to improve customer satisfaction and profitability. For example:
· Organizations can understand what are their operational gaps and the financial impact to profitability.
· Action plans developed by seasoned consultants can be developed to incorporate best practices into your organization.

  
Program Management Services

Strategic e-Business Solutions, Inc. offers support for your ongoing operational program management needs with consulting services to assist you in the continuous management of both mission-critical systems engineering and organizational functionality. To ensure effective management of your operation, we ensure that your staff, management, as well as your IT solutions are operating at optimum productivity and performance levels. We offer various services such as Project Management (operational principles to workforce scheduling), Knowledge Management (virtual data source integration), and Performance Reporting (metrics to trend analysis) consulting for clients that are looking to make improvements. Our customer-centric methodology helps you exceed customer expectations and achieve maximal results.   By implementing standardized processes and templates for project initiation, tracking, strategy, and management, and by utilizing quantitative performance measurement approaches to demonstrate value and sustained enterprise change efforts, we can increase your organizations efficiency and effectively manage a growing number of initiatives and projects.

By tying together a Project Management Institute focused methodology inclusive of quality and performance management, as well as appropriate training (either through instructor led courses or e-learning) your organization will have a well -integrated and comprehensive set of management tools. This paves the path towards optimized effective and efficient operations.

Specific services provided include:

Schedule Management

· Training, guidance and mentoring on program management principles
· Customized solutions to improve your staff performance
· Analysis of workload forecast and improved workforce scheduling

Risk Management  

· Accessibility to a variety of data sources - no matter where they are located
· Convert and integrate previously untapped data into effective and useful information
· Virtual integration of multiple efforts

Project Management 

· More meaningful performance metric and reporting
· Anticipate developing trends with real-time reports
· Analyze current reports to pinpoint issues

By enhancing performance through the improvement of process, technology and people, our consulting services are designed to elevate the return on your business by ensuring you provide practical, market-driven services. Allow our experience to show you how to increase your productivity, optimize your processes and ultimately improve your e-business and organizational effectiveness. Whether you're setting up a new organization, want to improve the performance of an existing one, or add functionality to your traditional or e-business customer services solution, we stand ready to help you with your business objectives.

Client Benefits: All management support needs can be integrated and the appropriate services optimized to improve operations, customer service, customer satisfaction, and company profitability. This improves overall operations by:
· Ensuring that training needs are identified for each staff.
· Improving coordination of resources in providing a uniform quality assurance program.
· Effectively integrating needed events such as training and meetings with staff schedules to ensure that performance levels meet your company’s goals.