Culture Transformation #1

Background

• Large Utilities organisation.
• 1500 employees
• 45 senior managers and executives
• 12 month program (lead project)

Problem:

• To create a constructive culture and increase customer satisfaction.
• Culture of service excellence required
• Leadership capability in culture
• Business process inefficient
• Strategy, vision, and values needed upgrade

Solution:

• Culture change management program
• Culture transformation strategy
• Leadership capabilities and development programs
• Executive coaching in change
• Culture program for all staff (2 day training)
• New values created and implemented
• Strategy and brand aligned to culture objectives
• Customer service program implemented
• Increased capabilities of internal change team

Results (within 12 months):

• All staff engagement scores increased by 10 points
• Culture audit (OCI) positive shift 10 points in all categories
• Programs developed and deployed
• 2100 staff (plus partner companies) trained in culture, behaviour and values
• All business systems reviewed and reprioritised
• New values implemented into people systems