Case Study Three

Higher Education - Support for Cultural Change across a department

What was their need

In order to satisfy the needs of their clients, it was necessary to change the mindset of all Estates and Buildings tradesmen from being negative, reactive and single trade individuals to that of positive, proactive and team focused solution providers. This was to be done by regrouping them into teams and then providing newly promoted team leaders with the knowledge, skills, confidence and willingness to lead the customer focused ‘revolution’.
Prior to this initiative, the department had a poor performance record, poor reputation and morale was very low.

The Progress Solution

Over a period of six months the team leaders were trained and coached in the key skills and techniques around leadership, change and performance management. They were regularly set different types of objectives to achieve. Coaching and regular facilitation provided the focus and support to make the transition to be able to manage customer expectations and deliver a, effective service.

What was the Outcome

After a slow start, resistance to change was overcome and the team leaders became curious as to how to deal with certain colleagues. As confidence grew, the balance shifted and the curiousity changed into commitment and resolve. Within those six months, the cultural change was completed with outstanding service queries resolved, the job list reduced and greater motivation and commitment experienced across the whole team.