The following project summaries highlight examples of how Edizen
helps businesses and organizations in the private sector embrace management strategies,
encourage continuous learning and develop leadership potential.
Aligning Customer Services Programs with Core Company Values
Project:
A geographically diverse, multi-facility nursing care provider wanted to bring all of their facilities up to the same quality of care as their top rated facilities. There were six customer service programs in place, but only a handful of facilities were using the programs effectively.
Goal: To enable the provider to become the provider of choice in all regions and set the standard for quality care and excellent customer service.
Services: Edizen consultants created a Customer Service Toolkit that included a 1) Faciltator’s Guide 2) Description of each Customer Service Program and the employee behaviors associated with the Program 3) Five-minute customer service teaching points to be used at the stand-up of each shift, at every facility, each day 3) Modules for longer in-service training programs on the Customer Service Programs and mode 4)Teaching Points Calendar to ensure that all facilities were focusing on the same teaching points each day 5) Recognition program to acknowledge employees who were exemplifying the behaviors associated with excellent customer service.
Outcome: The provider had a new customer service training program that was easy to implement and that was highly supported by upper management.
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Mastering the Art of Delegation
Project: Deep in the heartland of Des Moines, Iowa, senior executives at a large financial services company are on the front lines of change. Their organization, like many, is experiencing
exponential growth. With increased assets under management, leaders are operating in
an environment where they have to take on greater and greater responsibilities and meet
higher and higher expectations.
Goal: Teach senior leaders the knowledge and processes of how to delegate effectively,
and encourage leaders to pass on the skills of delegation to others within their business
units.
Services: An Edizen consultant provided customized classroom training for 98 senior
executives in four delegation workshops.
Outcome: Based on survey responses, feedback from leaders has been very positive. Day-to-day
productivity has increased while at the same time reducing stress for executives and
employees.
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Individual Leadership Coaching Builds Bench Strength Talent for Long Term Success
Project: The New Products and Defined Contribution Unit of a global financial services
company
Goal: Groom high potential managers to assume larger roles within the organization,
which will better position the company for the future by ensuring that future leaders
will be ready when the company needs them.
Services: Edizen consultants worked with senior executives to provide leadership
development training. We worked closely with the Senior Managers to conduct assessments
and create individualized development plans. Our “outside” perspective and
customized approach has given managers the confidence to take risks and confidentially
discuss situations in order to find solutions that best support the overall needs of
the Unit and corporation.
Outcome: As a result Edizen’s work with individual mangers, they are assuming
larger roles within the organization, communication within the unit has greatly improved,
numerous employee issues have been effectively resolved, and the company is better positioned
for long-term success.
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Large Scale Coaching Initiative Delivers Far Reaching Results
Project: A national telecommunications company selected Edizen to provide individual
coaching for Senior Management teams in three major East Coast markets at a time when
the company was entering a merger with a major competitor.
Goal: To strengthen the Senior Teams’ abilities to make critical strategic plans
regarding people and corporate resources through a time of change and transition.
Services: A six-month project, it required 12 Senior Edizen Consultants to evaluate
extensive 360 assessments, create individual development plans, and provide regularly
scheduled onsite and phone coaching sessions.
Outcome: Edizen’s work with individual managers resulted in better decision making,
clarification of roles, and increased employee commitment during a time of change and
transition.
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Examining Workflow Processes Improves Employee Morale
and
Motivation
Project: A national telecommunications company engaged Edizen to analyze the internal
communication workflow processes at four major Customer Service Centers that employed
nearly 2,000 Call Center Representatives.
Goal: To increase efficiency, improve employee morale and enhance customer satisfaction.
Services: Edizen technical consultants studied the internal communications processes
including e-mail and intranet system usage. We tracked the volume of e-mail, both sent
and received, and shadowed the representatives to observe how they actually utilized
information when serving customers. Focus groups were conducted in three locations to
gather information and surveys were distributed to further determine which communication
vehicles were being used effectively and which were causing communication overload.
Outcome: The result was a comprehensive analysis that identified potential time savings
of over 1,880 hours per day and offered several immediate recommendations that would
increase efficiency, improve employee morale and enhance customer satisfaction.
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Team Facilitation Brings Focus in a Changed
Environment
Project: An international pharmaceutical company
selected Edizen to assist in the reorganization of its sales division.
Goal: To help the support team to the field sales force implement new
systems while fulfilling day-to-day analysis and reporting functions.
Services: Working as a facilitator, Edizen helped the support team to focus its efforts,
analyze client needs, prioritize action steps, and openly discuss the new organizational
realities.
Outcome: Through a series of discussions the team was better able to clarify its responsibilities
and identify areas to streamline processes. By bringing clarity to a chaotic situation,
Edizen helped the team become more focused and better able to address the changing needs
of customers and the organization.
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