H C MEDIA
1.0 Introduction
HC Media is part of a global faith family from where it draws its vision, ethos, and tenets. The organization is an externally focused, multi-cultural, multi-ethnic, mission-shaped Christian community. The demographics that make up the congregation includes immigrant families and students in the United Kingdom.
HC Media aims to raise its service levels and user satisfaction score through a process improvement project led by me (Oluwatobi Ibironke). This project task involves modelling the process to optimise the available assets and resources to deliver immediate solution to the following impact areas:
· Content management
· Broadcast service offering
2.0Inventory
The assets of H C Media were traced and counted in an inventory
3.0Persona
The user persona of H C Media service users was explored along the lines of their goals, concerns, motivations, and personality traits. The exercised identified three prominent persona types:
· Parents
· Adult students (unmarried)
· Teenage students
4.0 Workshop Note
The investigation technique adopted for this project is workshop. This choice was informed by three primary reasons including:
· To gain a broad view of the problem areas
· To optimise for speed and productivity
· To gain a consensus view.
The workshop was physically held in the premises of H C Media with eight attendees, including the Project Sponsor Mr. Smith and the Project Lead Paul. The session lasted an hour including break-out group sessions and sticky note exercises that helped to understand the data requirements and elicit CSFs and KPIs. The outcome of the workshop is detailed below:
5.0 GAP Analysis
The GAP Analysis was performed to establish the AS-IS and TO-BE of the current system, as well as identify the gap between both states. It was established that the AS-IS had challenges in the form of decentralized media unit, weak content distribution system and inadequacies that adversely affected the quality of the broadcast service.
On the other hand, the TO-BE state would be attained by developing a centralized unit, remodelling the business process, following a working digital strategy and success around resource management (See details of the GAP analysis below).
6.0 RACI Chart
In line with the solutions identified in the GAP Analysis, the RACI Matrix was adopted to manage the human resources of HC Media. The framework was used to allocate and manage the roles and responsibilities within the unit as seen in the figure below.
7.0 Stakeholder Register
The stakeholder register details the engagement strategy for the members of the team throughout the project. The register covers the roles, expectations, and communication plan for each stakeholder (see figure below).
8.0 Unit Structure
HC Media follows a tall structure and the chain of command trickles down from the seat of Mr. Smith to the departments. The depth of management layers is 4 and the span of control of the Unit Head Oden, as seen in the illustration below.
9.0 Results
Summarily, the project delivered on its promise of improving the process of H C Media, translating to the following results:
· Centralized media unit
· Improved content delivery performance
· Satisfactory broadcast experience
