Case Study

From Internal to External Focus

The Client:

A long established company in the service industry with 2,000 plus employees faced with global and local competitive challenges.

The Case:

The primary objective was to change the culture from an internal administration focus to serving the customer with speed, flexibility, care and confidentiality.

The Method:

We developed a core group of 10 facilitators to roll-out a specially designed customer programme which was delivered over three days with follow-up workshops.

The Outcome:

Everyone from the CEO, to the newest recruit, to the truck drivers, went through the programme together for maximum participation. About 60 tension/blockages were identified and action plans and feedback on progress regarding these were a key motivator.

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