Our client, a leading telecommunications and technology company, had been formed by the merger and acquisition of four different companies. In order to lift business performance and drive change, the building of a unified and customer-focused culture based on teamwork and collaboration between teams became a major priority.
Using a comprehensive team performance approach, a radically different model from traditional top-down models of organisational change, the performance of over 500 teams was measured, tracked and analysed over a period of six years. Teams were trained from all performance levels and from end-to-end in the value chain (sales, design, build, install, bill, service).
Despite a time of major industry and marketplace change, the organisation developed a unified and resilient culture and has been consistently ranked among the national top ICT companies. The client has seen solid, quantifiable results ranging from performance on organisational KPIs, client retention and profit growth.In addition, the team performance approach we used has become embedded in their business as a key performance management dimension.