Organisation and Culture Change: Case Studies

Implement a new business model in a Business Services Organisation

We helped implement a new business model and approach to customer service for the customer facing division of a business services organisation. Following an organisation diagnosis, we helped redefine new roles and identified the behaviours required for success. We designed and ran assessment centres to appoint staff to the new roles and involved line managers in the robust assessment process. The final part of the project involved running a number of development events to address skills gaps in the new organisation and help to engage staff with their new roles.

Customer satisfaction scores rose significantly six months after implementation, and key business targets were exceeded

 
Improving decision making, risk taking and stakeholder management in a major Government department

We are currently working with a prominent Government department to shift the culture of the senior civil service group to become more decisive, delivery focused and somewhat less risk adverse. A systematic diagnosis was undertaken to identify enablers and barriers to change and we are currently using behavior change techniques based on Appreciative Inquiry and the Personal Deal to implement a new culture.

While the project is ongoing, the diagnosis was unanimously accepted and agreed by those involved and the leadership and change interventions based on this are having a really positive change impact.

 
Implementing advanced technology and new ways of working in a utility organisation

We were invited to work with the project team in a utility company who were leading the implementation of new technology and new ways of working. We used a number of different change management techniques including the psychological contract to reinforce the positive aspects of the old culture and support change to the adoption of new working practices and behaviours.

The initial pilot project to which we contributed exceeded the performance goals set.