The leadership team of a 1200-employee business unit wanted to strengthen their ability to work as a team while they led an initiative to create a culture of customer service across the organisation.
Through the design of a tailored leadership inquiry using surveys and focus groups, and introduction of a strengths-based mindset through the Strengthscope suite, the leaders gained insights to guide them while they developed a more AGILE approach to service improvement. Nine months after the engagement concluded, the leadership team were continuing to use a strengths-based approach and had exceeded several KPIs on customer service. A strengths-based approach can be effective in a number of challenges, including culture change, multiple team alignment and integration, and increasing employee motivation and company results.
