The Client's
Problem to Solve
Our client was coping with a sizable merger of two large companies.
While they were getting to grips with legacy systems, their service had quietly diminished over time.
On reflection, they agreed that their leadership needed to manage the transition much better.
8
Senior Leaders
52
Business Development
Specialists
ABSTRACT's
Analysis
Our Learning Needs Analysis found that nearly all servicing matters were being unconsciously escalated to the highest authority without consideration.
Further analysis revealed that although their leadership team felt empowered, they could not articulate the last time they recently used their empowerment to good effect.
They needed to re-engage with sound judgement and decision-making.
Programme
Delivery
Approach
We created a bespoke six-part intervention programme, designed to be completed within 6 months.
This consisted of 3 x Face to Face full day sessions and 3 x Virtual half day sessions.
We also provided tailored 1:1 coaching for the leaders.
Evaluation
All members of the Leadership team accepted personal responsibility and regularly stepped up using enhanced critical thinking, thanks to the tools and techniques learned throughout the programme.
As a direct result, in the immediate period following the programme, internal escalations greatly reduced.
Although some service issues inevitably continued, their speed to resolve with the appropriate communications improved immensely:
- The programme and its focused approach to judgement and decision making has led to stronger retention with major clients across the business.
- Internal processes and systems have developed into more controlled swim lanes with designated and accepted ownership.
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