Organizational Consulting
Stakeholders deep within an organization rarely have the bird’s-eye view necessary to align a team to reach its potential. KLS Consulting is equipped to recognize each group’s strengths, weaknesses and opportunities for growth.
Success Stories
Driving continuous improvement in customer service projects
Customer Service
Challenge
A customer service organization in a large high-tech company was embarking on the implementation of a new three-year strategy. After the first phase of the project, the business sponsor asked the organizational teams to conduct a comprehensive post-mortem evaluation to determine key lessons learned to improve cycle time and increase the quality of deliverables.
Solution
KLS Consulting partnered with the business sponsor to create a post-mortem process that would improve implementation efforts. KLS Consulting did the following:
Conducted focus groups with four sub-teams to assess how phase one results were achieved
Facilitated two post-mortem meetings with key stakeholders to agree on what worked, didn’t work, and lessons learned
Developed recommended changes to be included in phase two plans
Conducted follow-up assessments during phase two to measure results and hold all sub-teams accountable to the agreements made during the phase one post-mortem
Results
As a result of the process, the team improved their work product and reported higher levels of engagement and satisfaction with the implementation. The client repeated the process throughout the implementation and continued to use it on subsequent large-scale projects.
Taking a growing business to the next level
Luxury Retail
Challenge
Due to extraordinary growth in sales, workforce and market potential, a luxury retail organization reported experiencing significant “growing pains.” They identified the need to focus on and foster change within the organization, enabling them to continue growing without losing their “small company” feel and pride. Through data gathering, KLS Consulting gained a deeper understanding of the challenges facing the company and developed a series of recommendations to best address these issues.
Solution
KLS Consulting did the following:
Supported the management team in developing and fine tuning their strategic business direction through focused workshops and meetings
Designed and executed a region-wide, high energy summit meeting to accelerate employee buy-in to the strategic direction and promote more effective cross-function integration among sales and marketing employees
Created a new set of core competencies to align behaviors to the strategic direction
Refined and improved the employee performance process, including developing new forms and training managers
Results
The summit meeting and new employee evaluation process were highly rated and elicited positive reactions from employees. Employee measurable performance improved in the dimensions of strategy alignment and cross-functional integration.