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Change Management

Change is a part of any organization, but few organizations have the capability to manage it effectively. KLS Consulting brings a wealth of experience to each project to ensure you achieve results.

 

Success Stories

Aligning a senior leadership team to accelerate the adoption of change

Pharmaceuticals

Challenge
A pharmaceutical organization’s new research vice president wanted to establish a “drug hunting culture” that is a best-in-class model of efficient and innovative drug discovery. As a first step in the change process, he needed to develop a shared vision for the change with his newly formed senior leadership team to ensure they were operating as a high-performance team.

Solution
KLS Consulting partnered with the research vice president to create an engagement process that would align his team with his “drug hunting culture” vision. As part of the process, KLS Consulting did the following:

  • Interviewed organizational research leaders to diagnose current engagement levels

  • Designed and facilitated a two-day leadership retreat to gain agreement on the new vision and outline the team’s norms and operating principles

  • Developed a decision-making framework and created an action plan with specific results to manage the change process

Results
As a result of the process, the vice president was able to accelerate adoption of his vision among his team members, who are pivotal in driving it throughout the organization. The research leadership team continues to use the new decision-making process and has reported positive results.

Building a customer-focused culture

Customer Support

Challenge
The senior leader of a 4,000-person customer support organization recognized the need to change employee behaviors and their supporting systems to meet the demands of an increasingly sophisticated customer base. The leader recognized that the organization needed a culture change to effectively meet growing customer requirements.

Solution
By partnering with organization, KLS Consulting accomplished the following:

  • Designed a comprehensive change management process including developing and facilitating participative, large-scale meetings for 1,000 employees

  • Identified the critical behaviors required of all engineers and managers to shift the culture

  • Created the implementation strategy and communication plan to support the change effort

Result
The client realized a six-percent increase in customer satisfaction six months after kicking off the initiative, as well as a fourteen-percent average increase on customer-related items on their employee survey.