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Organisation Design and Development-
Retail Banking

Worked with the client team to conduct a strategic review of contact centres and designed and co-led four work streams including organisation design, culture change, communications and training. Working with a team of five internal staff plus two consultants to design and implement new roles, responsibilities, training and communications processes in support of an organisational systems and process change.

Culture

The culture of an organisation is about the way people work together - their understanding and expectations.

It is an important part of the organisation's identity, but it is also intangible - as most of the time people don't even think about it.

So it is tempting to leave it out of the change equation, and assume that the organisation will adapting the wake of the change programme - except that it won't.

We work with organisations to define their current culture, using standard analysis tools and identify aspects that will help the change or tend to engender resistance.

The Benefits

Helping organisations to understand their cultures is a valuable exercise in its own right.By linking it to change, we ensure not only that the organisational culture supports the change, rather than resisting it, but also that the culture isn't inadvertently damaged - it is surprising how easily that can happen. Research clearly shows the relationship between a positive, balanced and appropriate culture and long-term business success.