Case Studies

American Express

Change Management strategy and operational embedding

Some of the results we have achieved for our clients are demonstrated in these case studies.

The Brief

• Deliver change strategy and operational support and deployment to the design, test and build of an entire new work system while current business continued
• Organisation interdependencies meant not everyone could cut over or even attend training at once
• Minimise productivity and morale drops
• Focus on frontline take up, engagement, satisfaction and performance
• Be an active player on the project team
• Range from strategy to delivery support

The Response

• Deliver a comprehensive change strategy for the support of managers, team leaders and front line staff
• A triple partnership – the client, the IT provider (SABRE lead, IBM etc subcontractors) and In Corporate
• Key elements agreed and deployed
  • Cascade communications scripts
  • Strategic Planning sessions
  • Change planning sessions
  • Focus groups – needs and post implementation
  • Skills to guide and lead change
  • Team leader briefings and coaching
  • Change management toolkit
  • Launch sessions
  • Pilot floor-walkers briefing and support
  • Change monitoring

The Result

• Highest satisfaction rates on any deployment previously managed in the business
• Minimal hit on employee satisfaction data
• Business continuity in place, no lost work days
• Zero customer drop, no decrease in satisfaction during conversion