organization development and culture change solutions from inspireone
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InspireOne Solutions on Organization Development and Sustainable Culture Change initiativesTRANSCRIPT
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Organization Development Solutions
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About InspireOne Our Global Partnerships
Organization member of the Association for Coaching
InspireOneInspireOne enables organizations enables organizations improve business performance improve business performance by developing by developing
their most valuable asset - their people. their most valuable asset - their people.
Global Pioneer in Organizational transformation by Leadership Assessment & Development
World renowned expert in Sales Development and Sales Force Acquisition & Evaluation for leading international businesses
Global leader in Organization Development and Performance Enhancement with over 40 years of experience
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Framework for Building Sustainable Organizational Capability and EffectivenessTMI’s 5 Box Model of Organizational Change
Robust OD interventions go to the core of the business strategy
Builds a differentiated proposition, emotional connection and tangible business results
Should integrate and align the change across all elements that impact the culture of the organization These elements are indicated in TMI’s 5 box model below
Strategy& Values
Signals Skills Structure Systems
BeliefsAspirations
VisionDirectionPurpose
BehaviorsCommunication
AttitudesImage
BehaviouralManagerial
Technical
Inter-personal
ResponsibilitiesDepartments
TitlesNetworks
ProceduresMechanisms
Information flowPolicies
Software applications
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Building a Customer Centric Culture- An Organization Development solution that ensures Customer Centricity becomes a pervasive value across the organization. Putting People First has been a Harvard Business School case-study and has enabled business transformation of various organizations worldwide.
Branded Customer Service – An Organization Development initiative to ensure that the culture and service of the organization are in alignment with the brand. Based on appreciative enquiry approach this solution has helped many organizations bring their brands to life and therefore leverage the brand for creating sustainable and distinctive experiences in the minds of customers.
Vision Deployment – An Organization Development intervention to ensure that the vision and values of the organization are agreed with, aligned and deployed across the organization.
Employeeship Culture – An initiative that focuses on mobilizing everyone’s energy towards the success of the organisation. When all employees are deeply committed to the survival, growth and development of the company, the company can be said to have an Employeeship culture.
Organization Development Solutions
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OD SolutionBranded Customer Service™
The brand starts from within,
then moves outwardBranded Customer Service™ helps organizations to align their culture and service with the brand, thus enabling them to leverage the brand for creating
sustainable and distinctive experiences in the minds of customers.
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Branded Customer Service - Rationale
80% of purchases made are determined by feeling. So, if a certain brand gives the customers the feeling that they need, then they would purchase it every time.
Brand Equity and Brand Value are directly linked to customer loyalty which is impacted by the quality, uniqueness and consistency of interactions that a customer has with the organization.
The purpose therefore is to leverage the huge investments made in creating and communicating a brand by investing in inspiring, developing, rewarding
and supporting people who would bring the Brand to Life.www.inspireone.in
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Our Framework and Roadmap to create sustained Branded Customer Service
Phase 1: Ensuring that the Customer Service staff are able to deliver a Branded Experience.Phase 2: Creating a strong culture where everyone in the organization has a clear line of sight to the customer.Phase 3: Aligning all the 5 boxes to the brand and ensuring that brand is pervasive across the organization.
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INVESTIGATION IDENTIFICATION INSPIRATION IMPLEMENTATION INTEGRATION
STEP 2
Defining the Desired State
STEP 2
Defining the Desired State
STEP 4
Equip employees with
required Attitude & Skills
STEP 4
Equip employees with
required Attitude & Skills
STEP 5
Embedding Culture Change
STEP 5
Embedding Culture Change
STEP 3
Design Development
and Customization
STEP 3
Design Development
and Customization
Delivering Branded Customer Service
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A Possible Operationalising Service Journey INVESTIGATION IDENTIFICATION INSPIRATION IMPLEMENTATIO
N INTEGRATION
OUTCOME: Understanding Enablers & Disablers in the existing culture
Tools
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Tools or Processes
OUTCOME: Analyze the findings and Identify the Desired State
INVESTIGATION IDENTIFICATION INSPIRATION IMPLEMENTATION INTEGRATION
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Vision & Direction :• Growth• Be the no. 1, private
player in India Innovation and Quality
Transformation :• Build a Productive Distribution systemDifferentiation :• Position as a leader in
providing long term life insurance solutions
• Diversify distribution channel mix in new business
• Own identified customer segments / product categories
• Deliver a unique customer experience
• Activity driven execution ability – high performance focus
• Passion ate about org / work
• Tactical focus – absence of compelling vision and alignment towards 1-2 common goals
• Silos (lack of synergy Businesses /Corporate Functions)
• Creativity & Innovation• Managing and driving
change• Developmental culture
• Flexible Structure basis Business Needs
• Success of Project yet to be leveraged
• High Attrition
• System getting geared to focus on growth
• Skill Building Trainings• Plan to leverage
Technology systemically rolled out.
• Performance Mgmt. Process
• Review mechanisms
• Functional knowledge • Task Management • Managerial
Competencies (Review, Planning, Organizing)
• People Management skills
• Financial and Business acumen
• Strategic thinking
• Communication and Influencing skills
Strategy& Values
Signals Skills Structure Systems/Processes
Sample Output of STEP 1 & STEP 2 : Diagnostic Findings across the 5 Boxes
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Tools or Processes
OUTCOME: Finalization of Solution, Design Development and Customization
INVESTIGATION IDENTIFICATION INSPIRATION IMPLEMENTATION INTEGRATION
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Cascading change by engaging Change Champions
INVESTIGATION IDENTIFICATION INSPIRATION IMPLEMENTATION INTEGRATION
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Tools or Processes
OUTCOME: Enabling all the stakeholders in the system to display, live and embed the desired on-brand behaviours
INVESTIGATION IDENTIFICATION INSPIRATION IMPLEMENTATION INTEGRATION
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Tools or Processes
Integration Tools and Processes to embed and sustain the Desired State
INVESTIGATION IDENTIFICATION INSPIRATION IMPLEMENTATION INTEGRATION
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