Case StudiesCase Studies

American ExpressAmerican Express

Change Management strategy and operational embeddingChange Management strategy and operational embedding

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

The BriefThe 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 ResponseThe 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 ResultThe 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