Culture Change
We have supported several public and private sector organisations develop and sustain award winning culture change that delivers business results. Our services include
Research
-
'Fresh eyes ' research to identify the Service DNA of a customer proposition that enable staff to convert customers who act as hostages to fans.
-
Online staff and customer surveys mapped against the change objectives of for example several housing associations
-
Self diagnostics mapped against change leadership standards such as the new leadership model for the QCA
-
Online 360 feedback and coaching mapped against 'change competencies' for example the national agenda to 'Transform Community Services' for a PCT.
Training services
-
Design of trainers guides, CPD material and re-versioning of existing programmes using our cohort of subject matter experts
-
Design of change frameworks of competencies and standards that encapsulate a service brand.
-
Design of induction for new and existing staff that enable participants to discover new information and provide feedback on their impressions and perceptions of the organisation.
-
Design and management of assessment and development centres that engage participants in initiating and re-versioning change.
-
Design and facilitating innovative learning events that ensure participants refresh a compelling story, reversion and update their knowledge and skill.
Our award winning work based tools reinforce and sustain change and are the real deal because they provide 'just in time' support and self development. They include:
-
Access to an online content library of over 2,000 short modules; these are selected and reversioned for any environment and programme
-
Mobile learning tools accessed via a PDA- for example 'How to control a crowd' for customer service officers working at an international rail terminus.
-
Team Challenge Cards and TableMAPS® for Team Leaders to use in team meetings for auditing and developing service.
-
Team Briefing models and internal communication strategies that reinforce key messages and engage staff.
-
Recipes for 'Bite size' learning sessions facilitated by internal change agents.
-
Service Champion training and accreditation to recognised qualifications.
-
Web design of learning and CPD websites, blogs and twitters for networking and updating people.
-
Self development and career development tools for building workforce capability.
-
Community Projects, an action learning model for connecting participants and partner organisations on a shared agenda for example for manage development, community social responsibility and customer service.
Recognition and reward mechanisms include:
-
Award winning 1,000 ideas campaign using the 5 media channels that airline research found was essential for capturing comment and ideas
-
IMPACT feedback surveys that tease out the good news- what is great, what we must continue and what we must adapt
-
Commendation schemes based not just on instances of exceptional performance but also on consistent performance.
-
Service DNA motivators- finding out what customers really, really want and rewarding team and individual performance for delivering against the key imperatives.
Echelon, Angles House, 210 Sheen Lane, London SW14 8LB; 020 8274 9965