SERVICES

Business Challenge

A $4 billion financial services, healthcare conglomerate wants to double the earnings of one of its' largest divisions within five years. The company is the market leader in this business area, which challenges the aggressive growth strategy. The company wanted to optimize their Sales and Service Division to increase revenue, lower costs, and improve employee morale.

Action

This problem was addressed holistically, taking the following integrated actions:

• Assess Operations: Interview executives, employees, customers, and competitors to measure corporate climate and diagram current state marketing and sales workflows. Identify/quantify performance gaps and change issues
• Design Desired Future State: Eliminate non-value added work and with it cost, delays, errors, and complexity.
• Agree to measurable improvement targets with new workflows, organization structure, and job designs
• Coach all executives
• Design and implement corporate values

Results

• Increased revenue by (1) adding new customers through targeted market segmentation and(2) increasing account renewals through performance management and measurement of sales process milestones
• Reduced costs by $4.7 million/year by eliminating non-value added activities
• Improved employee morale by (1) clarifying job and performance requirements (2)  designing enriching jobs providing personal growth and training and development opportunities

DISTRIBUTION

Business Challenge

A 150 person, distribution firm wants to grow, but lacks the necessary organizational infrastructure, work processes, and human resource systems. Their top priorities are to increase revenue, improve safety, improve service quality, and reduce employee turnover. The Organization had:

• Unclear strategic direction
• An autocratic leadership style and “command and control” culture
• Vertical organization structure and inefficient work processes
• Lack of well-defined jobs and performance standards
• Lack of leadership training and poor employee training
• Poor recruitment and staffing strategies
• Low employee morale

Action

This problem was addressed holistically, taking the following integrated actions:

• Serve as trusted adviser to the CEO and work with his leadership team to define the company’s mission, values, vision, strategic goals, and performance measures
• Assess employee satisfaction and collaboratively define improvement recommendations
• Coach the CEO and his leadership team using behavioral assessments, psychotherapeutic and coaching strategies, and management science best practices. Apply cultural and employee interventions as required
• Redesign major work processes and enrich jobs
• Define leadership and employee job standards and competencies
• Design Human Resource Systems for staffing, training and development  and performance management, rewards
• Use Intuitive Leadership Sciences

Results

• Doubled company value in 6 months
• Improved employee productivity 192%
• Clear strategic direction
• Transformed culture from “Command and Control” to “Participatory and Collaborative”
• Empowered workforce
• Improved employee satisfaction and reduced turnover
• Motivated and skilled employees selected