Cultural Change Campaign in Services enterprises
Background
A services enterprises wanted to build a culture of proactive data/fact based decision making in its staff across cadre
Solution
- Created a series of theme based campaigns that was backed by solid program management engagement, structured training programs, roadshows, metrics & dashboard rigor and incentives.
- Launched a Mascot that stood as the face of the change
- Drive segmented communication and interactive engagement programs which had an element of fun & coolness
- Launched a mass employee driven ‘improvements’ initiative
Results
Within 6 months of launch, more than 50 small improvement projects were implemented have measurable impact on quality, customer complaints and service levels.
