Case Study #3
COMPANY PROFILE:
A national provider of wireless voice, data and messaging services to more than 120 million customers worldwide approached us about working with their Operations division responsible for delivering service to customers throughout the Southern California area.
CHALLENGE:
The company had experienced a need for downsizing and operations expense freezing requiring all employees to do less with more. Realignment had caused some friction as procedures and systems often were in conflict. There existed tremendous resistance to change and in an insistence on holding on to the old ways of doing things. The division was operating inefficiently with both gaps and overlaps in performance. Increased pressure on all fronts had reduced team morale and motivation. Employees operated as though everything were a crisis and this caused increasing pressure both at work and in their personal lives.
SOLUTION:
To address these challenges, a phased Adept Management Development process was implemented, beginning with directors and senior managers, following a month later with functional and department managers.
- Each individual was assigned an internal Mentor
- Each participant set individual performance improvement goals based on feedback from assessments and interaction with their individual supervisor
- Performance improvement was tracked throughout the process
- The process emphasized improvement in collaboration with other functions, clarity of area wide objectives, and team building.
RESULTS:
As a result of this process, dramatic improvements in collaboration, direction, and focus were reported at all levels:
Customer satisfaction levels reached an all-time high.
- Department managers conducted meetings with their peers to discuss overlaps and gaps in joint operations, saving time and money
- Customer churn was reduced
- Meeting standards were established to improve meeting productivity and reduce time in meetings
- Motivation and morale improved dramatically as functions better understood their unique objectives and supported one and other in reaching those.