Mettle's Task
Our Partner is at the point of establishing itself as a new retail power industry entity in Western Australia, as a result of Western Power disaggregating.
Our Partner approached Mettle to work with them in creating their high performance customer-centric culture. The work commenced in April 2006.
Key Challenges
As a new business with a legacy culture very different from their ambition, Mettle recommended four framworks behind developing a high performance customer:
- Clear Values and Vision - led from the new executive team
- Alignment of values with a new business purpose – takes conscious work
- Change in people’s mindsets and behaviour – win hearts and minds
- Organisation, Team and Individual – three levels of intervention
The Program
The main pieces of work Mettle can assist our Partner with in this first year to drive a high performance customer-centric culture are:
- Executive team effectiveness
- Purpose, Strategy and Values
- Culture Diagnostic and Planning
- Leaders's Conference
- Employee Engagement
- Cascading the values and purpose
- Alignment of their structures, symbols and people systems with the target culture, to create sustained rather than sporadic change
Expected Outcomes
- Acceleration of transition to the new business with clear sense of new purpose
- Reduced resistance to new business imperatives
- Clear alignment of purpose and approach within the executive from day one
- Heightened ability to spend time of the executive tema on the strategic bigger picture and to be courageous in prioritising
- Introducing the correct structures and system driving for the new business purpose
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