Shifting to a Culture of Accountability and Customer-Centricity

Bottom Line

Executive engagement; more aligned strategy; engagement of people at all levels; increasing pride; increasing innovation.

5 out of 6 indicators linked to culture have improved over 12 months

Customer focus has had a 15 point improvement and collaboration, continuous improvement, decision making and communication have increased by 10 points in the same period.

Outcomes

• Visible and tangible shifts in leader behaviour starting to occur. Different decisions are being made, meetings are more effective, employees are being encouraged to speak up, leaders are more open, meetings are more effective.
• Increased customer-centricity, design thinking, customer at the heart of decisions – evidence of positive impact on churn
  Co-location of business units to maximize cross business learning has resulted in increased synergies and improved relationships.
• Creation of single customer-centric KPI and changes to the performance management system are increasing personal accountability and encouraging collaboration.
• Relaunch of Values and activation of employees is increasing employee participation.

Workstreams

• Target culture and values definition.
• Discover diagnostic and Blueprint.
• Culture planning.
• Leaders as role models (Executive, Senior leaders and people managers).
• Culture activation & communication.
• HR capability build.
• Culture Influencers activation.

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