Case Studies - Lead Successfully
Middle East bank increases operational performance through improved communication.
Communication within this client organization had become so restricted by bureaucracy that branch managers weren't even aware of promotions until customers informed them. Employee morale and customer retention had become significant issues. Ridge helped the client improve execution of its business strategy through free-flowing communication.
BUSINESS NEED:
Ridge conducted an in-depth needs analysis that identified three distinct yet interrelated business problems:
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Enterprise-level problems related to the bank's culture and management style
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Insufficiently defined work and communication processes effecting performance within and among functional groups and the branches themselves
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A gap in needed management communication skills.
RIDGE SOLUTION:
To create the leadership behaviors needed to improve communication and drive culture change, we developed a "strategic communication" model to help senior leaders match their communication methods with their desired outcomes. We also developed a workshop for branch managers to better address customer quality problems. We delivered the training directly to the top 200 people in the bank and certified bank trainers to roll out the training bank-wide, creating common standards for actionable communication.
CLIENT RESULTS:
Once complete, employee behavior will be measured against the bank's scorecard metrics for customer service and productivity. Currently we have certified 25 trainers who have begun training an estimated 4,000 employees throughout the bank.
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