Change Management

CLIENT: Large retail business

BACKGROUND: A large retail business had over successive years constantly declining employee engagement results, which was also creating a poor internal culture. This in turn was leading to poor business performance.

SOLUTION: The strategy utilised ensured the ability to understand the multiple organisational drivers that were causing the problem. This enabled a new organisational culture to be established which supported elimination of many of the root causes and established a strong foundation for the business to build upon.

SUCCESSFUL DELIVERY: Within 12 months the trends on all key indicators had changed, and the business and employee performance had totally changed. The business went from the lowest performer to one of their top performers across all key measures.

Client, retail business, Sydney

CLIENT: Corporate bank

BACKGROUND: A large corporate bank was suffering from deteriorating business results which included declining market share, reducing revenue, increasing costs and high turnover.

SOLUTION: The strategy utilised ensured the ability to understand the multiple organisational drivers that were causing the problem. This enabled a new organisational operating model to be put in place to eliminate the problems and create a sustainable solution.

SUCCESSFUL DELIVERY: Within 6 months the trends on all key indicators had changed, and the performance was so strong that the model became ‘best practice’ and was deployed globally across the business.

Client, corporate bank, Australia

CLIENT: Banking organisation

BACKGROUND: A major banking organisation had constant frustrations and problems with a core service offering for their customers. The customer experience was fraught with problems including high error rates, long time delays, inaccurate and incomplete documentation. This poor customer experience was also mirrored for the employees who had to manage the end to end component of the service.

SOLUTION: The strategy utilised ensured the ability to understand the multiple organisational processes and drivers that were causing the complexity and quality issues for both the customers and the employees. Innovative design enabled a totally new approach to be developed and delivered to transform the service and offering for customers.

SUCCESSFUL DELIVERY: The approach was utilised as a ‘blueprint’ enabling the organisation to rapidly transform other business models using the same principle. Not only did Customer satisfaction increase markedly, but the change was so transformational that it created a new benchmark in the marketplace.

Client, banking business, Australia