Monitoring and Evaluation

Monitoring is the systematic and routine collection of information from projects and programmes for four main purposes:
To learn from experiences to improve practices and activities in the future;
To have internal and external accountability of the resources used and the results obtained;
To take informed decisions on the future of the initiative;
To promote empowerment of beneficiaries of the initiative.
Monitoring is a periodically recurring task already beginning in the planning stage of a project or programme.

Monitoring allows results, processes and experiences to be documented and used as a basis to steer decision making
and learning processes. Monitoring is checking progress against plans. The data acquired through
monitoring is used for evaluation.
Evaluation is assessing, as systematically and objectively as possible, a completed project or programme (or a
phase of an ongoing project or programs that has been completed). Evaluations appraise data and
information that inform strategic decisions, thus improving the project or program in the future.
Evaluations should help to draw conclusions about five main aspects of the intervention:
Information gathered in relation to these aspects during the monitoring process provides the basis for the
evaluative analysis.

M&E is an embedded concept and constitutive part of every project or programme design (“must be”). M&E is not an imposed control instrument by the donor or an optional accessory (“nice to have”) of any project or programme. M&E is ideally understood as dialogue on development and its progress between all stakeholders.

In general, monitoring is integral to evaluation. During an evaluation, information from previous monitoring processes is used to understand the ways in which the project or programme developed and stimulated change. Monitoring focuses on the measurement of the following aspects of an intervention:
On quantity and quality of the implemented activities (outputs: What do we do? How do we
manage our activities?)
On processes inherent to a project or programme (outcomes: What were the effects
/changes that occurred as a result of your intervention?)
On processes external to an intervention (impact: Which broader, long-term effects were triggered by the implemented activities in combination with other environmental factors?)
The evaluation process is an analysis or interpretation of the collected data which delves
deeper into the relationships between the results of the project/programme, the effects
produced by the project/programme and the overall impact of the project/programme.

Strategic Planning Services

Develop a Clear Strategy for Your Technology Service and Support Operation
We help industry leading service and support operations set their strategic goals, improve operational
efficiency and drive world class levels of performance, while improving customer satisfaction and loyalty.
Our proven strategic planning methods leverage input from key decision makers within the organization,
interviews with individual contributors and discussions with key customers to develop the strategic plan
and align organizational objectives for maximum business results. In addition, we will align the strategy
with customer service industry standards and best practices to ensure your success.
Our team of executive level service professionals, each has over twenty years of industry experience
covering Support, eService, Field Service and Professional Service operations. Our consultants are
experts at helping your organization manage the rapid change and complexities inherent to technology
service operations. They have spent their careers running service and support operations and solving
the complex problems that challenge the industry.

Support Strategy Development
Service Strategies can help you create a comprehensive strategic plan, KPIs and goals to lead your organization to the
next level of performance. The plan will provide a three to five year roadmap to guide your organizational
development and help eliminate the chaos that can result from poor planning.
The customer service strategic plan will allow you to prepare for and implement the strategies and tactics necessary to
achieve your organizational goals and objectives.
Our strategic planning process will take into consideration a number of critical factors associated with the service
business including:
Market conditions that impact growth and service demand
The state of the organization, performance gaps and areas for improvement
Service level targets necessary to meet customer satisfaction goals
Resource requirements to meet projected service demand
Staff training and development initiatives
A review of the Service offering portfolio
Service tools and systems to enhance efficiency and productivity
The financial plan for the organization
And more…
Our Approach
Service Strategies consultants will facilitate meetings, conduct research, identify requirements and
gather the necessary data to develop the strategic plan for the service operation. We also create the
planning documents and provide an executive presentation to communicate the strategy to senior
management and the staff.

Financial Modeling

Financial modelling is the process by which a firm constructs a financial representation
of some, or all, aspects of the firm or given security. The model is usually characterized
by performing calculations and makes recommendations based on that information.

The model may also summarize particular events for the end user such as investment management returns or , or it may help estimate market direction
• Scenario planning and management decision making (“what is”; “what if”; “what has
to be done”)
• Capital budgeting.
• Financing plan.

Business Plan

We can assist our clients in their pursue to create new venture, product, process or
market. We support them to assemble and then integrate all the resources needed-the
money, the people, the business model, the strategy, and the risk bearing ability- to
transform the invention into viable business. Our mission is to formulate a plan for our
clients to shape an idea or opportunity into a viable business.
We start with conducting feasibility study to determine if the business idea is viable; a
positive feasibility analysis gives us a green light to pursue the business idea and to
develop a business plan to market and execute the idea. The business plan describes
what our clients plan to accomplish and how they plan to accomplish it. We provide our
clients with business plans that can achieve two crucial objectives:
• Road Map: acts as a road map for our clients to establish the new business and to
achieve their objectives

Restructuring & Business Processes

Restructuring is the corporate management term for the act of reorganizing the legal, ownership, operational,
or other structures of a company for the purpose of making it more profitable, or better organized for its
present needs. Other reasons for restructuring include a change of ownership or ownership structure,
demerger, or a response to a crisis or major change in the business such as bankruptcy, repositioning, or
buyout. Restructuring may also be described as corporate restructuring, debt restructuring and financial
Executives involved in restructuring often hire financial and legal advisors to assist in the transaction details
and negotiation. It may also be done by a new CEO hired specifically to make the difficult and controversial
decisions required to save or reposition the company. It generally involves financing debt, selling portions of
the company to investors, and reorganizing or reducing operations.
The basic nature of restructuring is a zero-sum game. Strategic restructuring reduces financial losses,
simultaneously reducing tensions between debt and equity holders to facilitate a prompt resolution of a
distressed situation.
Corporate debt restructuring is the reorganization of companies’ outstanding liabilities. It is generally a
mechanism used by companies which are facing difficulties in repaying their debts. In the process of
restructuring, the credit obligations are spread out over longer duration with smaller payments. This allows
company’s ability to meet debt obligations. Also, as part of process, some creditors may agree to exchange
debt for some portion of equity. It is based on the principle that restructuring facilities available to companies
in a timely and transparent matter goes a long way in ensuring their viability which is sometimes threatened
by internal and external factors. This process tries to resolve the difficulties faced by the corporate sector and
enables them to become viable again